We are looking to recruit Bi-lingual Service Desk Analysts.

As well as English, you will need to be able to speak one of the following European languages fluently:

German, French, Italian, Spanish, Dutch.

Working in a busy environment you will be required to be the initial contact for all support calls, performing a diagnosis and either resolving the call or passing it to the appropriate support group.  You will be expected to work within SLA targets and resolve a high percentage of calls.

Responsibilities:

• To answer customer calls within the agreed service level standard and timescale.
• Liaise with the customer to establish the full reason for the call and ensure accurate details are recorded.
• If able, diagnose the issue and resolve where possible to a standard satisfactory to the customer.
• Where a solution is not possible remotely, pass to the appropriate support group, ensuring full customer information is available for them.
• Any other duties as deemed appropriate for the job role.
• Prioritise your work load in accordance to SLA

 Skills & Competencies:

Essential:

• Methodical and disciplined approach to work;
• High degree of accuracy and  attention to detail;
• Ability to organise and prioritise work in order to meet SLA deadlines;
• Good interpersonal skills and customer handling skills;
• Good communication skills (both verbal and written);
• Ability to develop good relationships;
• Good analytical skills and an ability to define the precise nature of customer problems;
• Ability to give specific and clear instructions and problem-solving advice;
• Ability to work under pressure and remain decisive;
• Ability to work well in a team;
• Proven flexible nature;
• Working Knowledge of Microsoft Windows and the Microsoft Office suite of products

      Desirable:

• Excellent working knowledge of Microsoft Windows and the Microsoft Office suite of products
• Awareness of Microsoft Server and Active Directory environment

Qualifications & Experience:

Essential:

• Minimum of one year's experience in a customer service role.
• Proven Record of IT knowledge
• Knowledge of Microsoft Office Suite

      Desirable:

• Experience within a Help Desk environment.
• Knowledge of Microsoft Server and Active Directory