Detalii loc de munca
Our client, STEELCASE, leader in the office furniture market and office space planning, helps companies and their employees to work more effectively and comfortably. For a new opening in Cluj – Napoca – a Business Center – we are recruiting the first employees. Responsibilities: - Welcome, analyze and record each incident, request or change request within the call tracking system - Allocate the accurate priority code in accordance with the agreed priority table for the service and agreed with the User - Investigate and diagnose incidents, requests or change requests, and attempt to resolve them using the Knowledge Solutions available within the Knowledge Base. - In accordance with the Service Levels, resolve incidents, requests or change requests either over the telephone or via the use of remote support tools as soon as these incidents, requests or change requests belong to the area of competency and responsibility of the Service-Desk. - In accordance with the Service Levels, when these incidents, requests or change requests do not belong to the area of competency and responsibility of the Service-Desk, refer to a Supplier Solution Team, a Customer Solution Team or a 3rd Party for resolution (Level two teams) - When allocating incidents, requests or change requests to level two teams, inform them that the incident, request or change request has been allocated to them and ensure ownership of resolution is clear. In cases of disputed ownership, escalate to the Service-Desk manager for agreement. - Update the incidents, requests and change requests in the call tracking system of company in a timely manner, giving details of progress to resolution. - Ensure the User gets updated about the evolution and the closure of his incident, request or change request, both via telephone, call or e-mail and in line with agreed service levels (response targets and resolution targets). - Manage major incidents accordingly to the relevant procedures.
Requirements: - 2 years technical degree in computer science minimum (School leaving certificate +2) - 1-2 years work experience appreciated. - Customer-oriented skills (ability to listen), sense of service - Good -interpersonal skills with internal and external customers. - Analytical skills (Ability to analyze and synthesize), capacity for teamwork (team spirit), manages time and workload effectively.
Nivel minim de educatie necesara Diploma de facultate