Global Service Desk Technical Support Analyst – 1st level
Dutch / Swedish / Portuguese and English

Adecco is a Fortune 500 company, the world leader of HR solutions, giving employment to more than 500 000 people world wide every day, through its network of 6 000 offices, in more than 60 countries, employing more than 30 000 permanent staff. Since December 2005 we’re also in Bulgaria, growing to more than 700 employees, engaged in different project with our clients. By joining us you will have access to the corporate resources of learning and development, as well as vertical or horizontal career growth path.

We offer you the chance to join a young and enthusiastic team by using your excellent language skills, and acquiring IT skills through our training programs. Adecco’s Global Service Desk at HP is supporting corporate clients of our partner, in issues related to their everyday computer use: operating systems, office tools, and other applications they’re using.

Responsibilities

The Technical Support Analyst is the entry point into the Service Desk via phone, e-mail or call handling systems and is responsible for call-logging, qualification, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The TSA is expected to resolve all issues which can be resolved by the Service Desk and perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required.

Duties

 Answer phone contacts promptly and professionally and ensuring delivery of Phone SLAs (service level agreements)
 Create a Ticket for new calls into the Call Management tool
 Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
 Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
 Participate in team meetings
 Ensure an 'integrated' Call Centre experience, i.e. the End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
 Present a positive, effective and flexible contribution to achieving team targets and objectives
 Adhere to all Policies & Procedures
 Protect confidential and sensitive information and materials
 Collaborate with other team members to provide high quality support
 Ensure constant self development using day to day work, web based training, and any other available tool
 Attend feedback sessions with Quality Assessment Team
 Be available for work at the scheduled shift start time and be logged on to the TMS and telephone systems

Ideal Profile

 Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
 Autonomous, team player
 Experience in Windows XP and Vista (i.e. advanced user), MS Office (mostly MS Outlook). General knowledge of PC hardware and most common software; Keen to learn quickly new things
 Excellent English language skills, and/or excellent communication skills in one of the languages indicated above
 Analytical trouble shooting skills, some technical support background


If this description intrigues your interest, please join us by sending us your CV and motivation letter today at , quoting as a ref number “GSD” and the language you speak. Only short-listed candidates who have passed a language validation (through on-line tests or a phone conversation) will be invited for an interview.