Danish Technical Support Analyst to global company in Ireland - Full relocation package
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Udlandet
Job Description:
The objective of the Technical Support Analyst is to resolve remote users’ IT
problems by means of a first time fix or by dispatching for on-site support. The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail. All applicants should be willing to work variable shift patterns on request.
Responsibilities:
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and
management of calls to agreed service levels. Excellent attendance and punctuality is required as well as adhering to all company policies and procedures.
Duties:
• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers
on call status
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or ad-hoc request/tasks Mentor new
hires.
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Live documentation validation
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required
• Pro-actively seek support from escalation team via.
• Escalate tickets to escalation team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks
Candidate Profile:
The ideal candidate has previous experience in effectively coping with a fast paced, high-pressure role in a constantly changing business environment. He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution. He/she will be strongly team-focused with excellent customer service, telephone, oral and written skills. The candidate will be analytical with good trouble shootingskills, flexible and willing to work variable shift patterns. Preferably the suitable candidate will also have a technical aptitude and a basic understanding of various hardware, software and Microsoft® operating systems.
Essential Competencies:
Customer Service and Communication:
• Experience in communication with customers.
• Ability to communicate effectively - oral & written.
• Ability to communicate effectively with different groups.
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in previous positions.
• Experience on Process Managed Environment
Problem Solving Techniques:
• Ability to identify problems.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Ability to handle challenging support situations.
Personal Interaction:
• Ability to convey knowledge to others.
• Ability to adapt to a changing environment.
Technical Requirements:
• Technical skill with Windows XP, Windows 2000
• Microsoft Office Suite
• Knowledge of printer hardware
• Knowledge of Local Area Networking
• Knowledge of Remote Access tools.
Benefits:
To apply for this role please send your CV to [email protected]
The objective of the Technical Support Analyst is to resolve remote users’ IT
problems by means of a first time fix or by dispatching for on-site support. The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail. All applicants should be willing to work variable shift patterns on request.
Responsibilities:
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and
management of calls to agreed service levels. Excellent attendance and punctuality is required as well as adhering to all company policies and procedures.
Duties:
• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers
on call status
• Invoke Escalation Procedures within defined time frames
• Work to achieve individual and team goals
• To comply/complete desk specific or ad-hoc request/tasks Mentor new
hires.
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Live documentation validation
• Protect confidential and sensitive information and materials
• Observe strict compliance to licensing, copyright and trademark legislation
• Accomplish other duties as required
• Pro-actively seek support from escalation team via.
• Escalate tickets to escalation team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks
Candidate Profile:
The ideal candidate has previous experience in effectively coping with a fast paced, high-pressure role in a constantly changing business environment. He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution. He/she will be strongly team-focused with excellent customer service, telephone, oral and written skills. The candidate will be analytical with good trouble shootingskills, flexible and willing to work variable shift patterns. Preferably the suitable candidate will also have a technical aptitude and a basic understanding of various hardware, software and Microsoft® operating systems.
Essential Competencies:
Customer Service and Communication:
• Experience in communication with customers.
• Ability to communicate effectively - oral & written.
• Ability to communicate effectively with different groups.
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in previous positions.
• Experience on Process Managed Environment
Problem Solving Techniques:
• Ability to identify problems.
• Ability to apply analytical and investigative skills to resolve customer issues.
• Ability to handle challenging support situations.
Personal Interaction:
• Ability to convey knowledge to others.
• Ability to adapt to a changing environment.
Technical Requirements:
• Technical skill with Windows XP, Windows 2000
• Microsoft Office Suite
• Knowledge of printer hardware
• Knowledge of Local Area Networking
• Knowledge of Remote Access tools.
Benefits:
- Flight tickets and accommodation at start-up (Package of 2000 €)
- Good opportunities to advance within the company
- A competitive salary
- Work in an international environment
To apply for this role please send your CV to [email protected]
Information og data
Denne ledige stilling har jobtypen "IT-supporter", og befinder sig i kategorien "Informationsteknologi".
Arbejdsstedet er beliggende i Udlandet
Jobbet er oprettet på vores service den 13.8.2019, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- IT-supporter
- Udlandet
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Statistik over udbudte jobs som it-supportere i Udlandet
Herunder ser du udviklingen i udbudte it-supporter i Udlandet over tid. Bemærk at jobs der ikke har en bestemt geografi ikke er medtaget i tabellen. I den første kolonne ser du datoen. I den næste kolonne ser du det samlede antal it-supportere i Udlandet.
Se flere statistikker her:
Statistik over udbudte it-supportere i Udlandet over tid
| Dato | Alle jobs som it-supportere |
|---|---|
| 9. november 2024 | 5 |
| 8. november 2024 | 6 |
| 7. november 2024 | 5 |
| 6. november 2024 | 5 |
| 5. november 2024 | 5 |
| 4. november 2024 | 4 |
| 3. november 2024 | 5 |
| 2. november 2024 | 5 |
| 1. november 2024 | 5 |
| 31. oktober 2024 | 5 |
| 30. oktober 2024 | 3 |
| 29. oktober 2024 | 3 |
| 28. oktober 2024 | 3 |
| 27. oktober 2024 | 3 |
| 26. oktober 2024 | 3 |
| 25. oktober 2024 | 3 |
| 24. oktober 2024 | 3 |
| 23. oktober 2024 | 3 |
| 22. oktober 2024 | 3 |
| 21. oktober 2024 | 4 |
| 20. oktober 2024 | 4 |
| 19. oktober 2024 | 4 |
| 18. oktober 2024 | 4 |
| 17. oktober 2024 | 4 |
| 16. oktober 2024 | 3 |
| 15. oktober 2024 | 3 |
| 14. oktober 2024 | 2 |
| 13. oktober 2024 | 2 |
| 12. oktober 2024 | 2 |
| 11. oktober 2024 | 2 |
| 10. oktober 2024 | 7 |