German Speaking 1st Level Support
- Location
- Dresden, Sachsen, Germany
- Salary
- €22.5k - 24k per year
- Job type
- Permanent Vacancy
- Fluent Language
- German
- Category
- Call Centre, Customer Service
- Job Reference
- gk232ger
- Posted on
- 5 May 2022
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About the Role:
German Speaking 1st Level Support
Dresden, Germany
€1800-2000 per month gross salary
As a 1st level supporter you are primarily responsible for all requests that reach the service desk. Therefore, your tasks basically consist of recording and prioritizing, logging, forwarding and solving the requests.
As a 1st Level employee you decide how fast, well and efficiently the entire Service Desk - i. e. the 2nd and 3rd Level Support - works: You have to be able to evaluate a service request and diagnose the problem in order to solve it yourself or forward it to the right interface - communication is essential.
Your tasks at a glance:
● As the first and only point of contact for technical support and IT enquiries, you are responsible for all cases, enquiries and complaints relating to IT services at the service desk
● You support a computer-based operating environment that meets all agreements and objectives at the service level
● As part of the Service Desk, you are responsible for the continuous maintenance and, if necessary, restoration of business processes - all year round
● Prerequisite is an up-to-date understanding of IT systems, IT guidelines and IT operating groups
Your duties in detail:
1. recording, prioritization and logging
● Request management: All service requests are recorded and logged until they are successfully completed
● via a ticket system you document requests and update them during the entire processing process
● Requests such as telephone calls, voice messages and e-mails are evaluated and prioritized
● Complaints, analyses or suggestions for improvement are also recorded in the minutes and processed until they are finalised or forwarded to the responsible interface
● the 1st Level Support categorizes a service request to support the 2nd Level Support and speed up its work: A request is assigned a level and a priority
2. Forwarding and communication
● Communication with the customer about the status of his request - communication and support until the problem is solved
● Classifications and prioritisations must always be communicated to the teams involved
● the Service Desk tracks the status of a request on behalf of the customer
● Regular updates and notifications to the team on current and open cases and requests
3rd solution
● Proactive action and timely strategic response and coordination to a request: a request must be processed as quickly as possible
● Resolution of complaints, inquiries and incidents
● Monitoring/ supervising and responding to all e-mails sent to the ITSD distribution
● Follow-up documentation of solved requests