Senior Executive in Podu Iloaiei

Job Description (Posting). We provide 1st level support for the customer Audi at the Leipzig site and from our location in Gifhorn for MAN an VW. We receive all PC, tablet and smartphone-related requests from employees via the telephone, email and chat channels. These are, for example, issues such as forgotten passwords, the monitor remains black, the printer does not print and also high-value issues regarding software installation, SAP and special applications in the customer environment. We have an agreed solution rate of 65% in the first contact and only forward to downstream areas if the problem cannot be solved. Service times are 6 a.m. to 8 p.m. with different start times, so that we can cover the entire period. Full- and part-time is possible, so that we can address all groups of people. In addition, we operate a three-shift team at the Gifhorn site, which also covers the weekends, with classic early, late and night shifts from 6-14, 14-22 and 22-6 . We are looking for people with an IT degree and experience (salary 2500-3000€), IT people who have just graduated (2200-2400€).THIS IS YOUR JOB •Analysing, processing and documenting customer enquiries in the software and hardware area as well as tracking the fault reports received•Assigning user-defined rights for applications•Use and maintain the existing knowledge database•Technically classifying customer enquiries, including resolving them or forwarding them to the downstream department, if necessary.•Participate in trainings and pass on knowledge to team membersWHAT YOU BRING WITH YOU•Desired qualification: Completed training in the field of IT or comparable, lateral entry possible •First work experience in IT support desirable•Solid to good IT knowledge and a good technical understanding•Knowledge of the Microsoft environment (especially MS Office)•Experience in using a ticket tool as well as technical devices such as PCs, notebooks and mobile devices•Knowledge of ITIL desirable •Independent and structured way of working as well as a strong service orientation•Business fluent German and basic written and spoken English desirable (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (5.) To update worklogs and follow shiftor escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self development Qualification B Tech, B.E, B-Tech Skill (Primary) DWP-USS-SERVICE DESK Entity INFRA Expected Date of Closure 24-Feb-2022 Reporting Manager Designation GENERAL MANAGER


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