Dutch or Swedish Speaking - Service Desk Consultants - Gdansk - Poland

StrategicsIQ have partnered with an International and successful organisation to provide language speaking Helpdesk Consultants, working on a remote basis. Looking for a career in IT than this is the perfect opportunity. We are seeking fluent Dutch or Swedish speaking consultants to provide their knowledge and expertise in working as Helpdesk Consultants within the IT Field.

Within the role you will be trained to become an expert in your position.

• To provide 1st line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Logging / verifying customer details
• Identifying the issue and categorizing / prioritize the incident
• Creating a ticket in ITSM tool
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
• Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
• Routing / Chasing of tickets with other PRG's
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket Callback the user and confirm resolution (where ever applicable)

Looking to step into the world of IT lets talk.