Service Desk Specialist in Sofia (Bulgaria)

Where: Sofia (Bulgaria)

Extent of Work: Full Time

Click here to apply in English

Key responsibilities:

• Ensure all the various process components are executed through the many different organizations that are involved in Incident Management (managing critical incidents end-to-end)

• Customer Relationship Management – support the proactive analysis of customers and/or internal businesses/end users’ business, organization, and information systems’ needs

• Participate, assist and lead escalations with support teams around the globe as well as making sure of management involvement as needed

• Infrastructure and network monitoring

• Control of the internal and external service processes in case of failure

• Identification of appropriate problem-resolution procedures using specific customers’ information

• Single Point of Contact and Case Owner during execution and monitoring of contractual Service Level Agreements

Job Requirements

• Fluent English and German – min level B2

• Strong overall IT Knowledge and computer literacy

• Excellent communications skills

• Strong Analytical skills and process understanding

• Customer focus attitude

• Sense of responsibility

Additional Information

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