Service desk

Náplň práce, právomoci a zodpovednosti:
• Provide first level support to customer
• Assist users over the telephone, through e-mail, voice mail, chat, over web interface
• Identify and solve software problems by giving step-by-step instructions
• Provide advanced support to customer’s PC using remote control tool
• Effectively communicates with other team members, 2nd and 3rd Level technical teams, end-users to reach SLAs
• Handle and document all incoming requests or incidents within the contractually agreed timeframes in Helpdesk tracking database/Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network/Server Support team, Application Support team or other Support teams and ensure cases' timely resolution.
• Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native language
• Instruct users on usage of application systems.
• Effectively communicate with customers to provide and process information in response to Incidents, Service requests, queries, escalations. Instruct users on ICT processes.
• Translate end user communications to English in case necessary.

Zamestnanecké výhody, benefity:
- zázemie silnej medzinárodnej spoločnosti
- možnosť pracovať s rôznymi technológiami, ktoré sú na globálnom trhu k dispozícii
- vzdelávanie a rozvoj zamestnancov

Informácie o výberovom konaní:
* Podľa Zákona o službách zamestnanosti 5/2004 Z. z., § 62 ods. 2, sme povinní uvádzať sumu základnej zložky mzdy. Konečná výška Vašej skutočnej mzdy je odvodená od Vašich odborných skúseností, znalostí, zručností a toho ako zodpovedajú požiadavkám konkrétnej pozície.

Prosíme kandidátov, ktorí prejavili záujem o pracovnú pozíciu, aby poslali svoje C.V. na E-mail: ivana.jurikova@prohr.sk.

Požiadavky na zamestnanca:
• Good knowledge of OS, Microsoft Office and IT overview
• Fluent in English
• Minimum High School Degree (preferred College /University Degree or studies in progress)
• Excellent learning skills and high level of flexibility
• Ability to adhere to established work procedures and protocols
• Flexibility and capacity to grow with the business
• Willing to work shifts