Job Description

Job Summary

As a Senior Analyst in Support & Operations, you will play a crucial role in delivering high-quality remote desktop support while independently troubleshooting and resolving assigned tickets. Your expertise in German and English will enhance the customer experience, ensuring compliance with service level agreements (SLAs) and organizational quality standards.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In German And English With Excellent Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.

Other Requirements

1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support