German-Speaking Help Desk Call Analyst

What will I be doing?

Working with our team of experienced analysts you will be the first point of contact for the users of our Help Desk, answering incoming calls and emails, providing support and technical assistance to our clients. You will triage and troubleshoot problems and may also perform scheduled checks. 

You will be providing a first class professional and friendly service to ensure we continue to enhance our reputation and strive to be the best.

You will be provided with the training and support required to help you develop your career within IT.

Duties:

• Responding to queries via email, or phone
• Determine the best solution based on the issue and details provided by the customer
• Diagnosing system errors and other issues
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Following up with customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Installing or changing software to fix issues

When and where will I be working?

You will join our busy Help Desk team either working remotely from your home or in our open plan Nottingham Head Office. The role is a full-time position and working hours are on a shift basis which incorporates 1 in 3 weekends.

Requirements:

• Fluent in German with a good proficiency in English
• Tech savvy with working knowledge of hardware, software, databases and remote access
• Good understanding of computer systems, mobile devices and other tech products and corporate IT functions including Active Directory, Group Policy, DNS, DHCP
• Ability to diagnose and resolve basic technical issues
• Excellent communication and troubleshooting skills

Is this the role for me?

If you can answer “Yes” to the following questions, then this role shall be of interest to you:

• Worked in a fast paced Help Desk/Support Centre and/or Retail environment?
• Target driven with excellent customer service skills?
• Have the ability to communicate well via the telephone to those with varying levels of IT experience?
• Have the ability to work under pressure and thrive on a challenge?
• Enjoy taking ownership to achieve a successful resolution?