IT Service Desk (Portuguese)

Where: Debrecen (Hungary)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Portuguese

Key Tasks and Responsibilities

  • To provide 1st-2nd line technical support by answering user queries via phone, email and chat
  • To log all calls/chats/emails in the ticket logging system and document all actions performed related to the ticket
  • Continuously monitor outstanding calls or tickets and ensure that provision is made in case of your absence
  • To take ownership of user tickets or problems and be proactive when dealing with their issues
  • Respond to inquiries from clients and help them resolve their hardware or software problems
  • Support users with using computer equipment by providing necessary training and advice
  • To identify and pass-on complex calls to the relevant IT Support team or escalate to Team Leader
  • Maintain a quality business relationship with all customers
  • Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreement

Requirements

Ideal Candidate Skill set

  • Strong communication skills both in Portuguese & English
  • Previous experience in customer service or related fields, preferably in IT
  • Good understanding of PC hardware set-up and configuration
  • Experience in solving installation, hardware/software and network-related issues
  • Experience in using tickets logging systems
  • Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
  • Pro-active, professional and independent attitude with good attention to detail
  • Ability to apply creativity to resolving incidents/requests

Languages

  • The tasks and responsibilities described here shall be provided in English and Portuguese.

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