Responsibilities

The Service Desk Specialist I (German) is responsible for providing 1st level of support to all customers with their questions about any of the supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.

1. Help Desk Task Proficiency

a. Knowledgeable in MS Office Applications;

b. Knowledgeable in PC Operating System (Windows 98/XP/2000/7);

c. Knowledgeable in Windows Server Operating System (Windows 2000/2003/Standard Edition);

d. Monitor assigned task(s) including the scheduled reports globally;

e. Able to provide courteous and quick response to customers asking help via phone, email, remote access, or onsite support;

f. Has the willingness to find answers to all questions addressed to them;

g. Ability to familiarize themselves with the research and information resources and knowledge bases at hand.

h. Ready to research questions using a variety of manuals and resources, and to work with other Help Desk Support Engineers and IT colleagues in answering any customer's question.

i. Shows eagerness to learn as one progresses in the field and as one is faced with new questions and situations.

2. Teamwork

a. Ability to flexibly adjust to help other Help desk Support Engineers in case of unavailability or emergency cases to ensure continuity of providing service.

b. Exercise turnover of activities to the next team member on duty.

Job Requirements

• Bachelor’s or College degree in Computer Science, Computer Engineering, Information Technology and/or related field.
• Has at least one (1) year of experience in Help Desk tasks including but not limited to problem tracking, phone consulting, voicemail consulting among others.
• Exposure in technical set-up, configuration and maintenance of different applications, network environments, software tools an advantage.
• Exposure in dealing and talking with end customers.
• Organized and able to set priorities;
• Strong interpersonal skills and ability to deal effectively in a team environment;
• Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers;
• Strong verbal and written communication skills;
• Ability to organize, prioritize and schedule work assignments;
• Has strong customer service orientation;
• Proficient in computer operations – knowledgeable with MS Office, SQL Database, Windows operating systems
• German speaking

Work hours and working conditions

• To provide 24x7 services to the company, Global Help Desk will work on different shifts