Senior Helpdesk Agent

Basel-Stadt  ‐ Vor Ort
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Beschreibung

We are currently looking for a Senior Helpdesk Agent for a 6 months contract starting ASAP. This position is for a global pharmaceutical company based in Basel, Switzerland.

Main Accountabilities

Act as Single Point of Contact for end-users providing customer focused support for incidents (utilizing the given standard tools and accordingly given Call Handling Instruction), including:

  • 1st level support for the company Common Office Environment (Windows 7, Office 2010, Mac) and standard Business Applications, key services, (eg Remote Access), hardware (eg laptops, desktops, smartphones, tablets and printers), Infrastructure (eg LAN, WLAN).
  • Performs proactive ticket monitoring, updating owned tickets with latest status (pending, closed, resolved) and informs user accordingly.
  • Monitors the voice mailbox of User Service segment, creates according change or incident ticket. Dispatches Incident & Service Request Tickets according its content.
  • Receives incoming incidents and requests, records tickets and resolves them in an adequate time frame, ensuring expected customer satisfaction.
  • Maintains communication links with the end user, keeping them apprised of call status where First Call Resolution is not possible.
  • Contributes knowledge to the Knowledge DB

Required Qualifications

  • 5+ year experience in a similar position
  • Advanced German and English skills (verbal and written)
  • ITIL Certification is a plus
  • Experience in Pharma or related Business area is a plus

If you are interested, please don't wait and apply now.

Start
ab sofort
Dauer
6 months
Von
NextLink Solutions
Eingestellt
08.12.2015
Projekt-ID:
1033944
Vertragsart
Freiberuflich
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