Auftrag A5018 - Service Desk / SW Application Incident Management (contract)

Zürich  ‐ Vor Ort
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Beschreibung

Projekt Nr.: A5018
Startdatum: asap
Branche: Dienstleistungsunternehmen
Dauer: 2-6 Monate mit Option
Einsatzort: Zürich
Publiziert am: 30.10.2015

https://www.ghrgroup.ch/de/kandidaten/vakanzen/details/orderNr/A5018.html

Beschreibung
Für unseren Kunden suchen wir einen sehr erfahrenen Service Desk / SW Application Incident Management wie folgt:
Main Goals and Purpose of the Function
? A Service desk employee is a passionate and persuasive service professional with high communication skills.
? He or she acts as a single-point-of-contact and provides support for basic incident resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components within the client.
? Problems beyond the scope of their ability or responsibility are resolved by engaging other service resources from facilities, division or corporate groups, or the corporate service desk in a timely manner.
? Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
? Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
? Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
? Acts as knowledge manager detecting knowledge caps, keeping an overview of reoccurring incidents and is responsible for the knowledge data base to be up to date. Additionally, he or she documents resolutions and updates self-help and staff knowledge bases
? Ensures the end-to-end customer experience and provides a single point-of-contact for the customer

Must-Skills
? Strong communication skills
? Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
? Demonstrated ability to learn customer support processes and techniques.
? Excellent verbal communication and presentation skills, and ability to vary communication approach to meet the needs of both business and technical audiences
? Competency in MS Office Suite
? Working knowledge of Service Desk role
? Proven experience in customer care
? Strong teamwork and cooperation skills
? Able to negotiate and find consent both on technical and on business levels
? Strong ability in analytical and solution oriented thinking
? Independent, flexible and pro-active working style with strong result orientation
? Solution-oriented, self-driven personality
? Strong German and English verbal and written communication skills
? Affinity for IT software development solutions, the service business, and direct customer interaction

Anforderungen
? Incident Koordinator ein Muss
? Service Desk ein Muss

Sprachen
?Deutsch sehr gut sehr gut ein Muss
?Englisch sehr gut sehr gut ein Muss

Wir freuen uns auf Ihre Bewerbung

André van Sprundel
CEO

GHR Global Human Resources AG
Blegistrasse 13
CH-6340 Baar / ZG

Tel:
Direktnr:
Fax:
E-Mail:
Web: http://www.ghrgroup.ch

Schau auch auf der eigenen GHR App für IPhone und Android:
http://www.ghrgroup.ch/news.html
Start
11.2015
Dauer
6 Monate
(Verlängerung möglich)
Von
Global Human Resources
Eingestellt
01.11.2015
Ansprechpartner:
André van Sprundel
Projekt-ID:
1011672
Vertragsart
Freiberuflich
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