Servicing a Siemens Account the role will provide resolution to Help Desk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. The roles will require individuals who are highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.
Experience Profile:
Previous Helpdesk experience and solid IT background
Fluency oral and written in English. (ca reste a voir !!lol) Fluency in french a must. (ca c sure !!)
Key Accountabilities:
Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities
Identify, evaluate and prioritize customer problems and complaints
Analyze customer problems and formulate plans of resolution
Utilize all technical resources to solve customer problems
Serve as a point of escalation for other Helpdesk Services agents
Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
Assist in evaluating new services, processes and technologies introduced at the helpdesk.
Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
Work with departmental staff to promote, develop, and maintain strong customer service values.
Escalate unresolved issues to support leads, designated service group or client help desk.
Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
Additional projects as required
Technical Criteria:
Working knowledge of Microsoft appliations and Operating Systems
Strong knowledge of Lotus Notes an advantage (wouai... pas encore vuemais si ils le disent....)
Resumons, Si tu sais ce qu'est un adresse ip (lol), que tu as de l'experience scolaire ou professionnel en informatique (XP, application office...)
Test : si tu sais ce qu'est un pst, un dhcp, un dns,
on dira que tu as toute tes chances !!!
Le salaire est de plutot assez interressant pour le boulot...
envoyez moi vos cv a gael.hiele@siemens.com