1st Line Incident Support – German Desk

First Line Support - German Desk

Based : Remote

We are looking for a German-speaking 1st Line Incident Operator to join our ICT Service Desk team. In this role, you will be the first point of contact for technical queries and service requests from internal and external customers. You will play a key part in delivering a high-quality support service, ensuring issues are logged, managed and resolved in line with agreed service levels.

Details for the role:

• Act as the first point of contact for customers who require support in German, handling technical queries about hardware and solutions
• Take ownership of key customer accounts, acting as the main German-speaking contact for account managers and partners when they raise queries or issues
• Provide support and resolve issues over the phone in German
• Monitor and respond to incoming queries in German via email and chat in a timely manner
• Pass on more complex issues to second line support when they cannot be resolved at first contact
• Identify faults and arrange for spare parts to be sent when needed
• Log all incidents accurately in the system and ensure they are passed to the correct team where required
• Arrange field service visits by working with the scheduling team
• Keep all incident records up to date, including progress and outcomes, and close tickets once resolved
• Process toner and consumables orders based on customer needs and system information
• Work in line with agreed service levels to ensure timely resolution of issues
• Keep track of open queries and follow up or escal ... service levels are at risk
• Highlight any recurring issues or opportunities to improve the service
• Support the wider team with other duties as required

Why join us?

• Competitive Salary
• 25 days holiday
• The ability to Buy and Sell holiday
• A Volunteer Day
• Life Assurance (4 x base salary)
• Pension Scheme
• Employee Assistance Programme
• Coaching and Mentoring
• EyeCare – Access to money off for glasses and sight test
• Flu Jab
• Eligibility for Costco Membership

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