Service Desk Agent with German&English (remote)

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA Services currently seeks a Service Desk Analyst with German and English to join our remote team in [[Romania]].

Overview

The German and English language speaker Service Desk Agent advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Job Responsibilities Include:

• Manages customer interactions & records reported issues in the ITSM

• Identifies issues, apply fixes and investigate root causes using internal instructions

• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail

• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance

• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Basic Qualifications:

• Fluency in German

• Good command of English

• Excellent communication and customer service skills

• Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications

• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills

• Flexibility to work shifts if required (M-F business hours – no night or weekend shifts)

Preferred Skills:

• Experience of providing remote IT support is an advantage

• Ideally University education, preferably technical degree

• Microsoft certifications are a plus

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85% of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.