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Senior Process Executive

Brno, Czech Republic
04/04/17 10:27
0 Applications
Job Type:
Full Time
Salary:
[n/a]
Start Date:
ASAP
Overview:

IT Service Desk analyst is the first point of contact for the end users. Users will be able to contact the Service Desk through Calls, E-mail, Web, and Chat/IM to log tickets. Successful candidate will be required to have a service attitude and technical skills to undertake analysis and diagnosis in order to resolve end users issues and requests at the first level. 

Responsibilities:

• First point of contact for incidents and service requests logged by the end users 
• Receiving, logging and managing tickets received via Phone/Email/Chat/web-forms 
• 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (computers and Mobile), Network, applications and computer peripherals 
 • Prioritize requests and incidents based on impact and urgency by selecting severity level • Escalate and coordinate unresolved tickets with the relevant technical teams located globally 
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
• To maintain a high degree of customer service for all support queries and adhere to all service management principles 
• Creating and updating support documentation and Knowledge base articles to assist other support staff and end users Requirements 
• Excellent Written and verbal communication skills in English and a second European Language (German, Italian, French, Hungarian, Finnish, Romanian, Turkish, etc...) 
• Excellent organizational skills • Strong Active listening skills. 
• Prior IT support experience is a plus 
• Tech Savvy individual with good understanding of Computers, Network, software, mobile Devices and cloud based technologies 
• Knowledge/experience with enterprise IT infrastructure will be an added advantage 
• Knowledge of ITIL or similar IT Service management framework is an added advantage

Benefits: 
 
• Permanent contract 
• Performance bonus 
• Meal vouchers 
• Language courses 
• Competitive salary 
• 5th week of leave
• Option to work from home 
• Modern offices in the center of Brno, 2nd largest city of Czech Republic 
• Initial Accommodation - 2 weeks accommodation provided by the company on joining 
• Training opportunities - Professional training provided by experts for eligible employees - Six Sigma Green Belt, ITIL, Analytical Skills, Innovative Thinking, Leadership Training, MS Office etc. Living in the Czech Republic has many advantages including affordable, low-cost living, a very good infrastructure, proximity to other European locations, as well as an interesting history and culture and beautiful nature. 

Brno is a truly international city with inhabitants and visitors from all over the world and there is no requirement to speak Czech!





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