Beschreibung
Service Desk Agent/Analyst (Native/Fluent German Speaker)
Service Desk Agent: One of our market leading clients is urgently seeking an Service Desk Agent to join their multinational team in a progressive environment for a 3-6 months contract in Frankfurt - Some travel to Budapest may be required.
The Service Desk Agent (1st Line Support) will have 75% of the following experience:
- Provide first level support - call, email, and chat support to customer's PC, including software and hardware related issues.
- Assign unsolved cases to the appropriate IT teams.
- Log all calls in the Helpdesk tracking database in English simultaneously with handling the call in native language
- Instruct users on ICT processes
- First Call Resolution Index
- Call Answering Time
- E-mail logging time
- Abandoned call rate
- Adherence to quality requirements
- Resolution Time (Mean Time To Resolve a Ticket)
- Customer Satisfaction Survey Results
- Call & Ticket creation ratio
Please send in your application for an immediate response - Interviews this week!