IT Support Specialist for user help desk in Berlin, managing queries and improving IT processes. Need strong IT support experience and proficiency in Windows and MS 365.
About the role
- IT Supporter providing customer support via various channels for IT inquiries in a global logistics company. Responsible for resolving issues and managing documentation for efficient service delivery.
Responsibilities
- An IT SUPPORTER’s main responsibility is to support customers via phone, email and IM Chat.
- Act as the first and single point of contact for IT clients.
- Communicate with Service Desk Customers via email, chat and phone.
- Resolve problems reported by Service Desk Clients.
- Transfer Service Desk customers' tickets to the next support lines.
- Maintain and manage documentation of cases reported by Clients.
- Follows general standards set out in KCS methodology.
- Actively uses the knowledge base and contributes to improving it.
Requirements
- Graduate of any Bachelor’s degree or with at least 2-yr relevant working experience.
- Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
- Acts with urgency and responds well under pressure.
- Ability to communicate complex technical context in customer friendly terms.
- Excellent attendance and punctuality, and capable of being self-managed.
- Team player, able to work closely with a few individuals.
- Excellent English speaking, reading and written skills.
- Analytical troubleshooting skills.
- Performed Service Desk or Contact Center support role for medium to large customers.
- 2-3 years’ experience supporting Microsoft Windows workstations in a globally connected network.
- ITIL V3/V4 Foundation preferred but not required.
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Rotational shifts providing 24*7 coverage
- Health insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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