Quality Analyst - Helpdesk
- Location
- Dresden, Sachsen, Germany
- Salary
- Market related
- Job type
- Permanent Vacancy
- Fluent Language
- German
- Category
- IT, Internet
- Job Reference
- jh6767dre
- Posted on
- 22 Mar 2023
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About the Role:
Quality Analyst – Helpdesk
Dresden, Germany
€Negotiable
Requirements & Qualifications
Preferred:
- Experience working in a customer-centric environment
- Extensive experience of similar capacity
- Knowledgeable in navigation and working of Routers, Modems, Troubleshooting network connectivity issues.
- Familiarity with ITIL, Foundations certificate a plus
Job Duties
- This position will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client
- Uses quality monitoring data management to compile and track performance at team and individual levels
- Responsible for preparation, analysis and timely completion and submission of QA reports for management staff review
- Prepares quality monitoring reports in a timely basis and completes RCA if needed
- Act as a focal point for the Problem Management process within assigned account enforcing Problem Mgt. best practices.
- This position will report to the Quality Associate Manager or anyone assigned by the company
- Other related duties are assigned
- Any other tasks assigned by the immediate supervisor/manager based on business needs
- Can work on rotating shift on an occasional basis
- Candidate Criteria
- Preferably with a Diploma in Networking similar program or substantial equivalent experience
- Minimum of 1 year as a Quality Analyst or with experience in similar capacity
- ITIL (but not required) or an equivalent combination of education and experience
- Technical certification in the IT field is a plus
- Strong analytical, troubleshooting and problem solving skills
- Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools
- Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint.
- Experience in working as technical help desk in internet service provider.
- Willing to work on 24/7 shifting schedule, holidays, weekends, and rest days
- Ability to work varied shifts to cover 24x7x365
- Excellent German Written/Oral.
- Good English writing, speaking and communication skills