Job expirat
- Take incoming customer calls (via telephone, email, voicemail or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.
- Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer’s solution.
- Intense network troubleshooting and usage of remote tools
- Liaise with Mentor on specific open calls ensuring no call is left unattended beyond SLA.
- Proactively update customers with call status and resolution progress.
- Monitor / progress all open calls in queue.
- Progress / close service calls to a satisfactory conclusion on call management system.
- Escalate potential service issues initially with Supervisor
- Ensure contractual SLA is maintained.
- Provide cover for other First Line Agents in their absence, either within the same team or across teams
- Attend regular Team Meetings
- Liaise with Supervisors/ Mentors on specific projects where requested.
- To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.
- To work on additional tasks required by Supervisor or Mentor connected to keeping up Helpdesk performance, quality and customer satisfaction, and any reasonable request coming from your aligned manager.
For our client, a multinational technology company specialised in retail and financial sector we are looking for an helpdesk agent with technical background.
The job is located in Budapest.
Capabilities:
- Prior work experience in a customer support or technical support role is required.
- Flexible to scheduling.
- Fluency in English, both oral and written is a must, plus any other European language.
- At least 2-3 years of experience in a support environment
- MCSE or MCP, A+, Network+ is essential
Technical Skills:
- Advanced knowledge level of Windows 98 2000, NT, XP and Vista
- A level understanding of communication and networking technology (TCP/IP and other network protocols).
- Advanced knowledge of the Internet including applications and Protocols
- Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, and Zip)
- High level knowledge of PC hardware equipment and utilisation (printers, scanners, modems, network cards)
Founded in 1982, Grafton Recruitment has established itself as a world class provider of recruitment solutions. Grafton has experienced an impressive growth pattern in the last five years. The network has built to a total of 76 branch operations spanning 19 different countries including the United Kingdom, Republic of Ireland, Chile, China, Czech Republic, Slovakia, Hungary, Hong Kong, Poland, Lithuania, Romania, Russia, Singapore, Portugal, France, Austria, Belgium, Turkey and the UAE.
Now we offer permanent, contract and temporary vacancies in several areas. We have assembled an impressive team of specialist resources and consultants with either specific expertise in their own fields or from human resources area: International, Finance, Accounting and Banking, IT & Telecommunications, Engineering, Administration, Human Resources & Law, Pharmaceutical, Catering and Hospitality, Sales and Marketing, Blue Collars, Temporary Staffing.
We are the member of several expertise organizations and associations. In 2002 and 2006 Grafton Recruitment has been awarded by the “Queen¿s Award for Enterprise”.