[Dusseldorf] Service-Desk Engineer (ENG, GERMAN)

【MAIN PURPOSE OF JOB】

• Act as the first point of call for instructed users in German Office and maintain professional and stable user relationship.
• Accountable for logging support incidents/requests or enquiries for end users.
• Courtesy calls to end users, sending emails to ensure 100% user satisfaction and completing tasks assigned by manager.
• General IT administration duties such as, New User registrations, ID Inventory’s, Smart Device Billing, and other administrative tasks as per request.
• Act as an extension of the EU Helpdesk Team and uphold the values and processes.
• Resolve IT technical issues for users and support overseas users and IT teams.
• Conduct customer facing project implementation work as required.
• Smart device (iPhone/iPad) configuration and support.
• Work with customers and stakeholders to help realise IT related requests.
• Adhere to customer processes and regulations.
• Provide detailed reports of issues and problems.

【QUALIFICATIONS/SKILLS/PERSONAL QUALITIES】

Qualifications:

• Language: Must be able to speak German and English.
• College diploma or University degree in an IT related technical subject.
• Microsoft Certifications (MCSA, MCP).

Technical Skills:

• Excellent customer care skills.
• A clear and friendly telephone voice.
• Good computer skills.
• Microsoft office-based product knowledge.
• Business applications knowledge.
• Excellent communication skills.
• Good teamwork skills.
• The ability to work quickly and under pressure.
• A professional attitude when dealing with customers.
• Follow standard processes and procedures.
• Stay current with system information, changes, and updates.
• Willingness to co-operate with others.

【EXPERIENCE】

• Entry level, recent graduate level, or 1-2 Years’ experience in working in a fast-paced help-desk environment.
• Experience providing 1st line support or willingness to learn.
• Experience in PC imaging and new user setups.
• Experience in basic networking