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BACKGROUND: Business Administration
START DATE: 1 Jan 2018
END DATE: 30 Jun 2018
DURATION: 25 Weeks
SALARY: 1200 EUR per month
POSITIONS: 10
Overview
Organization: NSC GLOBAL - MADRID, España
Role description:
Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.
Main activities:
- Maintains direct contact with the client or ticket owner;
- Receives calls/e-mails/tickets/requessts/incidents and to answer them as soon as possible;
- Record the incoming client requests - orders or incidents-, creates tickets;
- Monitors the systems and creates a ticket when a defect is detected;
- Identifies, diagnoses and categorizes the incident/call/ticket and determines priorities;
- Solves simple problems in connection with MS Office applications;
- Updates client information and the ticket management system throughout the whole process;
- Observes the expected service levels as stated in the contract;
- Closes the ticket;
- Reports to the requester of report at the requested frequency.