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Service Desk Analyst

- Servicios de RR.HH.

Customer Support Analyst position within PageSSC Client Details Shared Service Centre Description * Call recording / logging in ticketing tool (Manage Engine Service Desk Plus - internally known as GSD)
* Call analysis / identification / handling and troubleshooting (most issues will require the ability to 'shadow' / connect to the customers desktop and navigate to understand the issue/request)
* Call prioritization
* Call escalation
* Call resolving (where possible)
* Call closing and confirmation with the user
* Gathering of missing information concerning issues / incidents Profile ?

* To be fluent in written and oral English with a high level of English comprehension
* Extremely strong customer service skills (most interaction with customers is undertaken over the telephone so analysts must be a able to articulate clearly and with confidence
* Excellent communication skills (English)
* Ability to communicate with customers at all levels including Executive Board Level
* Ability to handle demanding customers in a pressurized environment
* 12 months + experience working within service desk / customer service environment
* Previous usage of Remote Desktop Tools
* Positive and enthusiastic attitude
* Able to deal with a constantly changing environment
* Ability to work well within a local team and across regions
* Excellent time management and organizational skills
* Problem solving and analytical skills
* Experience with financial processes, systems and workflows
* Experience with NetSuite / Oracle financial solutions (preferable)
* Broad understanding of Service Management - in particular Incident Management and Request Fulfilment;
* Problem Management knowledge an advantage Job Offer Una buena oportunidad para tu desarrollo profesional.

Otro(a) Profesional
Service Desk Analyst (Atención al cliente)
2 Vacantes

Todas - Barcelona (Comunidad Autónoma Cataluña)


Experiencia Laboral Al menos 0 año
Estudios mínimos Grado
Requisitos mínimos Experience with Service logging / ticketing tools
Good knowledge of Windows 7 and office
Previous customer service / support experience
Native Level English
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Duración 3
Jornada Laboral Jornada Completa

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