DESCRIPTIONOn behalf of our prestigious multinational client we are curently looking for aSERVICE DESK ANALYSTMain tasks: • Call & email answering (predominantly email)• Dealing with issues being reported by the customer's helpdesk, national account managers or sales support teams• Processing tickets & orders in the relevant service support systems • Taking ownership of incidents or escalations, including follow up & partner liaison• Liaising with complementary partners both external and internal within the support ecosystem• Complying with pre-agreed SLAs – proactively chasing partners to ensure that SLAs are met• Providing Level 1 support & first-time fix, plus Level 2 support on certain VGE systems/solutions• Contribute actively to service improvement initiativesREQUIREMENTSRequired knowledge and experiences: • Experience of working in a customer facing support function (preferably IT)• Experience of a multi-system and multi-partner environment• Fluency in English and in German is essential• Another European language is a major advantage• Familiarity with Remedy (or another similar support system) is an advantage• Willingness to work in shifts and overtime (nights, weekends and holidays) as and when required
