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SERVICE DESK AGENT – ENGLISH & GERMAN

Madrid 28. decembar 2017.

AIESEC Montenegro

This job is a part of a AIESEC Association and if you are student looking for amazing international experience continue by reading this job description.

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.

AIESEC Montenegro