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Junior IT Service Desk Agent

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;
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