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Junior IT Service Desk Agent

AyvensBucharest

30+ days ago

Job description

At ALD Automotive | LeasePlan , we are always asking What's next in mobility.

Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!

Responsibilities :

Receiving end-user calls, tickets, and queries;
Provide first-level resolution for IT-related issues / tickets;
Ticket creation / Categorization / Prioritization;
Ticket escalation to different L2 Support Groups for further investigation;
Coordinating the end-user resolution in cooperation with the other support units within the end-to-end support chain;
Communicating solutions or workaround to the end-users / Customers in English;
Ticket administration, ticket closure;
Adherence to defined processes and policies and compliance with SLA requirements;
Create & Update Knowledge Documents (L1).

Requirements :

Fluency in the English language is a must;

Service Desk / relevant experience in a technical environment is a must;

Excellent soft skills and excellent communications skills (written and verbal)

Customer-service oriented with a problem-solving attitude;

Ability to follow defined processes;

Good analytical, coordination, and good IT technical skills are essential (L1 IT support, L1 IT troubleshooting);

Ability to work with various IT resolver groups in driving the fast resolution of cases;

Team player who can also work independently;

Proactive attitude and flexibility;

Junior Service Agent • Bucharest