COMPANY OVERVIEW
The company is a Japanese company providing comprehensive IT services, offering a wide range of IT solutions including IT infrastructure construction, system development, consulting, outsourcing and cloud services. As a member of a major general trading group, the company has particular strengths in serving companies in the manufacturing, financial and distribution sectors, and supports the digitalisation and efficiency improvement of various industries.
MAIN PURPOSE OF JOB
- Act as the first point of call for instructed users in our German Office and maintain professional and stable user relationship.
- Accountable for logging support incidents/requests or enquiries for end users.
- Courtesy calls to end users, sending emails to ensure 100% user satisfaction and completing tasks assigned by manager.
- General IT administration duties such as, New User registrations, ID Inventory’s, Smart Device Billing, and other administrative tasks as per request.
- Act as an extension of the London SCSK EU Helpdesk Team and uphold our values and processes.
- Resolve IT technical issues for users and support overseas users and IT teams.
- Conduct customer facing project implementation work as required.
- Smart device (iPhone/iPad) configuration and support.
- Work with customers and stakeholders to help realise IT related requests.
- Adhere to customer processes and regulations.
- Provide detailed reports of issues and problems.
POSITION IN ORGANIZATION
- Reports to Help-desk Manager.
- No direct reports.
SCOPE OF JOB
- 1st line IT technical support for EMEA & CIS regions.
- Answering helpdesk calls and logging them into helpdesk tool with correct information.
- Troubleshooting and resolving 1st line support issues.
- Complete IT administration tasks as assigned.
- Provide assistance and knowledge sharing with other engineers.
- Occasional travel if required.
- Technical design and support for projects and user requests.
- Adhering to customer and company rules regulations and procedures.
- Champion the London SCSKEU values and processes.
QUALIFICATIONS/SKILLS/PERSONAL QUALITIES
Qualifications:
- Language: Must be able to speak German and English.
- College diploma or University degree in an IT related technical subject.
- Microsoft Certifications (MCSA, MCP).
Technical Skills:
- Excellent customer care skills.
- A clear and friendly telephone voice.
- Good computer skills.
- Microsoft office-based product knowledge.
- Business applications knowledge.
- Excellent communication skills.
- Good teamwork skills.
- The ability to work quickly and under pressure.
- A professional attitude when dealing with customers.
- Follow standard processes and procedures.
- Stay current with system information, changes, and updates.
- Willingness to co-operate with others.
- Personal Qualities
- Excellent customer service and relationship skills / soft skills.
- Proven troubleshooting and problem-solving experience.
- Must have a “Can do” Positive attitude.
- Happy to work in a corporate structured helpdesk environment.
- Ability to work well under pressure.
- Excellent Time Keeping skills.
- Excellent Communication skills.
- Apply online or feel free to contact me directly for more information about this opportunity.
EXPERIENCE
- Entry level, recent graduate level, or 1-2 Years’ experience in working in a fast-paced help-desk environment.
- Experience providing 1st line support or willingness to learn.
- Experience in PC imaging and new user setups.
- Experience in basic networking and troubleshooting, TCP/IP, DNS and DHCP.
- Desktop Support for Windows based applications
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