Service Desk Agent

Please read the job description in it's entirety.

• Position is remote
• Coverage will be from 12am – 8am ET
• Client interactions will almost entirely be spoken and written in German

Projected Start Date -Jul 15, 2024

Projected End Date -Jul 31, 2026

Expected Employment Duration -2

Employee Types -US Citizen, Green Card

The Service Desk Analyst (Level 1) is the primary point of contact between end users and the IT organization. Providing initial Problem determination, diagnostics and resolution for Incidents and Service Requests involving supported software, hardware and infrastructure. Using standard operating procedures (as defined and mutually agreed to by Randstad and Client). The Service Desk Analyst is responsible for collecting information through use of organizational tools, a customer conversation via phone/email/chat/self-service, accessing support tools, KB articles and additional support staff if needed. The Service Desk Analyst is expected to provide the highest level of customer service during the entire customer interaction and work to resolve incidents in a timely manner. In the case of an unresolved ticket, the Service Desk Analyst is responsible for adding meaningful work notes and escalating to the next level of support. Our goal is to standardize global customer service in a consistent and professional way that is secure, stable, efficient, and productive across all business units.

Required Skills -

Spoken and written proficiency in German, at least at the upper-intermediate level.

Qualified candidates should have experience with the Microsoft Office Suite, Microsoft Office 365 and Exchange along with experience in troubleshooting Windows and desktop tier 1 issues.

Experience with remote tools, remote sessions, and remote communication tools.

Experience with both iOS and Android devices.

Familiarity with VPN tools.

Experience with Citrix Receiver and Virtual Desktops.

Understanding of Active Directory and permissions.

Ability to understand and work within an ITIL based Incident Management System like ServiceNow.

Active or recent experience in a Service Desk support environment with ticketing system experience. At least 1 year of experience in customer support is preferred.

Excellent customer service and organizational skills are required.

Tech savvy, good problem-solving, analytical, and team-working skills

Two-year computer science degree or equivalent experience preferred.

Able to type 40 plus words per minute.

Ability to perform under a high pressure environment.

Job Duties -

Key Duties, Accountabilities and Responsibilities:

• Represent the Service Desk as an organization of the Client.
• Manage all inbound interactions for compatibility and connectivity issues
• Suggest workarounds or alternatives if a permanent solution is not possible
• The Service Desk may receive interactions via any of the approved following channels:

i. Telephone

ii. E-mail

• Provide incident resolution or engage other Service Desk resources or appropriate service resources to resolve incidents.
• Identify and use the appropriate priority levels and categorization for logging incidents and requests to set criticality levels.
• Provide support for the software, hardware and infrastructure, along with escalation if Incident cannot be resolved by the Service Desk.
• Create a positive customer support experience and build strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress updates, and handling customers with a consummately professional attitude.
• Ensure customer satisfaction throughout the end-to-end customer experience, providing a single point-of-contact for the customer with transparent and timely communication.
• Document issue(s), equipment being used, steps taken and resolution, also update and request self-help and knowledge base articles as appropriate.
• Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve incidents and requests on the first contact.
• Undertake support activities that include:

i. End user reception and creation of Incidents

ii. Initial problem determination

iii. Diagnostics and capture

iv. Call handling, dispatching, and/or escalation to Client personnel when appropriate according to Service Level guidelines (as defined and mutually agreed to by Randstad and Client)

v. Custom application support along with escalation if a problem cannot be resolved by the Service Desk

vi. Hardware support and escalation

vii. Client status updates

viii. Assigning Incidents to appropriate workgroups

ix. Perform other duties as assigned.

• Provide accurate, timely, and professional resolution and follow up for all supported issues.
• Provide quick identification and control of high priority issues.
• Provide accurate escalation of tickets per departmental procedures.

Job Requirements -

• Represent the Service Desk as an organization of the Client.
• Manage all inbound interactions for compatibility and connectivity issues
• Suggest workarounds or alternatives if a permanent solution is not possible
• Spoken and written proficiency in German, at least at the upper-intermediate level.