Candidatul ideal

We're looking for a dedicated and enthusiastic IT Support Analyst (Back office) fluent in German to join our dynamic Customer Service Center. As a crucial part of our team, you'll help us deliver exceptional service to our business customers, both internal and external.

Descrierea jobului

Responsibilities:

• Communicate with Computacenter clients primarily through emails and tickets, with minimal use of the telephone.
• Qualify and allocate needed replacement devices based on a provided matrix, and check availability when required.
• Direct customer contact for scheduling or address coordination and provide timely status updates to enhance customer satisfaction.
• Process and resolve process-related errors at the ticket level.
• Document and update statuses in the ticket management tool.
• Ensure compliance with Service Level Agreements (SLAs) by balancing process requirements and customer-specific transactions.
• Serve as a point of contact for internal and external customers for ticket-based queries.
• Follow Computacenter Information Security Policies and report any potential or actual security events or risks.
• Handle tickets (or corresponding work tasks) in a timely and priority-oriented manner according to agreed KPIs, warranty status, processes, and customer-specific procedures based on Standard Operating Procedures.
• Track assigned tickets and escalate issues to meet customer demands.
• Create quotes and monitor their status.

Requirements:

• Basic understanding of IT service delivery and service desk functions.
• Ability to understand and adhere to end-to-end policies and procedures.
• Work according to SLAs and OLAs, prioritizing tasks to achieve expected results.
• Conscientiously process incoming orders based on predefined Standard Operating Procedures.
• Maintain KPIs at the required level consistently.
• Basic knowledge of IT support and IT Service Management Tools (ServiceNow & Citrix etc.), knowledge of SAP is a plus.
• Working knowledge of Windows and MS-Office.
• Ability to work under supervision and as a team player, learn new tasks quickly, and show a willingness to progress.
• Demonstrate an organized approach to work and the ability to work independently.
• Strong customer service abilities and routine administrative skills.
• Work in a flexible hybrid arrangement, with 2 days per week at our office in Cluj to facilitate your initial integration into the newly formed team.
• Good communication skills in English and German, especially written.