IT SUPPORT SPECIALIST

IT SUPPORT SPECIALIST

Job Purpose:

Servicing one of our account the role will provide resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills.The roles will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.

Experience Profile:

Previous Helpdesk experience and solid IT background
Fluency oral and written in English at least one of the following languages: Danish, Swedish, Norwegian, German, Dutch, Italian, Spanish, French

Key Accountabilities:

Interact with customers via telephone, e-mail, etc.providing technical support and problems solving abilities
Identify, evaluate and prioritize customer problems and complaints
Analyze customer problems and formulate plans of resolution
Utilize all technical resources to solve customer problems
Serve as a point of escalation for other Helpdesk Services agents
Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
Assist in evaluating new products and technologies introduced at the helpdesk.
Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
Work with departmental staff to promote, develop, and maintain strong customer service values.
Escalate unresolved issues to support leads, designated service group or client help desk.

Technical Criteria:

Strong technical background
Strong knowledge of all Microsoft applications and operating systems
Strong knowledge of lotus notes an advantage
MCP / MCSE / A+ certification an advantage but not essential



O'Farrell Personalservice
Wollankstr.31
13359 Berlin
Germany

Tel.: Fax: www.ofarrellonline.de