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Job-ID: 78732_EN_2

Senior IT Service Desk Agent with Czech and Slovak

Company:
Deutsche Telekom Services Europe Romania S.R.L.
Locations:
Athens, Greece
Job level:
Graduate
Employment type:
Full Time - Regular
Languages Required:
Czech, English, Slovak
Functional Area:
Human Resources
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Outline of Role

The Senior IT Service Desk Agent is the single point of contact for the team regarding:

  • Customer Satisfaction Index
  • Evaluation
  • Monitoring
  • On the Job Training

He will also provide first line technical support to end users and VIP if necessary.

The successful candidate will have an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of the end user problems, which may range from straightforward to more complicated technical issues. Furthermore he will be responsible for the performance of his team.

Responsibilities

  • Act as a single point of contact for phone calls and emails from end users regarding IT issues and queries in the languages that he is responsible.
  • Incident Management:

Ø    Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

Ø    Assign unresolved Incidents to appropriate Tier 2 Support Group

Ø    Log all Incident/Service Request details, allocating categorization and prioritization codes

Ø    Keep users informed about their Incidents’ status at agreed intervals

Ø    Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Ø    Provide first-line investigation and diagnosis of all Incidents and Service Requests

Ø    Verify resolution with users and resolve Incidents in ITSM tool

Ø    Escalate Major Incidents to Senior analysts

  •  Provide 1st line support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices.  Properly escalates unresolved queries to the next level of support.
  • Daily monitoring of the team performance and guidance in order to reach targets
  • Daily monitoring of the Customer Satisfaction Index related to his team
  • Coordination with the Support Department in order to complete all tasks related to his team performance
  • Monitoring according to target
  • Programming of shifts (WFM)
  • Operation Department Management Information System responsibility
  • Process Automation
  • Proactive role in detecting incidents and avoid critical problems

Requirements

  • IT Bachelor’s degree preferred.
  • One years’ work experience on similar role.
  • Strong knowledge of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows – Servers, Mac OS.
  • Experience using of Microsoft Office products (e.g., MS WORD, EXCEL, PowerPoint, Outlook).
  • Good understanding of computer systems, mobile devices and other tech products.
  • Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions.
  • Possession of excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations
  • Possession of excellent oral and written communication skills, including high proficiency in the English language.
  • Ability to work under pressure and recognize the importance of teamwork in the support environment.

    Qualifications

  • An ITIL qualification is preferable but not essential.
  • Training offers and allowances

  • Health offers and insurance

Company Description:

Deutsche Telekom Services  Europe (DTSE) was founded in 2013 by Deutsche Telekom AG and delivers support services, with focus on HR, for the European footprint of DT Group.

Join us in this international environment and you’ll be exposed to many different competencies, cultures and languages.
If you want to join this innovative team and take the opportunity to be part of a growing company, apply now!

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DTSE Romania

anca.gheorghe@telekom.com

+800 80 056 056

Further career information

Your application - quick and easy in just 5 minutes! Found your new job? Then simply click on 'Apply now' to get to the form for your personal details. Do you have your application documents (CV, cover letter, certificates) available? You can upload them as pdf-; word- (docx); ppt-; xls-; csv- oder txt-file with a maximum upload size of 10 MB each. As soon as we receive your application, you will get a confirmation via e-mail. The first thing we do is check whether your profile matches the job. This first selection round can take up to four weeks. If you are successful in the pre-selection round, we will contact you to arrange an interview.

Looking for tips for your application? Then take a look at the section called Application Tips on our career website. Here you will find all manner of tips on 'The Right Way to Apply' and all the answers to the application process of our Jobworld.

By the way, once you have set up your digital application, you can use it to apply for any position at T-Systems and Deutsche Telekom Group - quickly and easily and with just one click.

You need technical help? Our Career Team can be reached via e-mail or via phone: +49 800 3306700 and is looking forward to help you with any request.
 

Master exciting challenges without overextending yourself, be dedicated to your job while also enjoying a well-balanced private life – this is admittedly not always easy.

Take charge of your life. With work-life@telekom, Telekom is expressly integrating the reconciliation of work and private life into the corporate culture. Diverse measures in the focal areas “Working time and location”, “Health and fitness”, “Family” and “Social aspects” ensure improved reconciliation of work and private life – for all of our employees: Singles and families, young and old employees, men and women. With us you can unfold your full potential while also making your individual life plan a reality.

We can offer you development opportunities that are lifelong. After all, the challenges in our industry are constantly changing - and we know, that we can best meet them with outstandingly qualified colleagues.

We offer a broad spectrum of personal training and development possibilities. Whether you're a newcomer, an expert or a manager - we can offer you exciting prospects and individual career paths. For example, there are various development programs to support expert and executive careers, international exchanges, or part-time studying while you work. Our employees have the choice. Detailed information can be found in the category Career Center on our career website.

Money might not bring happiness, but it does make life easier. Because we want you to be able to focus fully on the projects at hand, we support you with an attractive salary and numerous benefits. Because money can't get you everything, we offer a number of benefits to make life easier on top of that. You can further benefit from individual location-specific offers and support services.

You want to know more about our compensations and benefits? Then take a look at the section called Our Services on our career site.

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