Junior IT Service Desk Agent Bucharest

Junior IT Service Desk Agent
Bucureşti
Bucharest, Bucharest, Romania

At ALD Automotive | Lease
Plan, we are always asking What's next in mobility.

Join our team and be part of a dynamic, exciting and engaging business, so we can discover What’s next together!

Responsibilities:

• Receiving
  - user calls, tickets, and queries;
• Provide
  - level resolution for IT-related issues/tickets;
• Ticket creation / Categorization / Prioritization;
• Ticket escalation to different L2 Support Groups for further investigation;
• Coordinating the
  - user resolution in cooperation with the other support units within the
  -
  - end support chain;
• Communicating solutions or workaround to the
  - users/Customers in English;
• Ticket administration, ticket closure;
• Adherence to defined processes and policies and compliance with SLA requirements;
• Create & Update Knowledge Documents (L1).

Requirements:

• Fluency in the English language is a must;
• Service Desk / relevant experience in a technical environment is a must;
• Excellent soft skills and excellent communications skills (written and verbal)
• Customer-service oriented with a
  - solving attitude;
• Ability to follow defined processes;
• Good analytical, coordination, and good IT technical skills are essential (L1 IT support, L1 IT troubleshooting);
• Ability to work with various IT resolver groups in driving the fast resolution of cases;
• Team player who can also work independently;
• Proactive attitude and flexibility;