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Technical Support – Office 365

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Job Description

Our Client
Our client is redefining the technology solutions landscape as the thought leaders in Software Portfolio Management (SPM) services.

Responsibilities

  • Primary responsibility is customer service. Being present and available to clients requiring technical assistance
  • Respond to questions received through emails and calls
  • Learn the fundamental operations of the platforms which are being supported
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
  • Become familiar with helpdesk policies and services
  • Other duties as assigned by the Service Manager

Requirements

  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Business professional written and oral German language skills
  • Business professional written and oral English skills
  • Familiarity with the fundamental principles of ITIL/SLA
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
  • Perform post-resolution follow up activities to requests
  • Reinforce SLAs to manage end-user expectations
  • Ability to utilise the applications for Microsoft Office for support, reporting and documentation
  • Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it
  • Serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues
  • Good knowledge of user account administration (Microsoft Office 365 / Microsoft Active Directory)

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