Shared IT Service Desk Agent
Bratislava
JOB NO. R00071583
Job Description
WHAT WILL YOU DO
Shared IT Service Desk agent – offering shared IT support to multiple clients using cross training and methodologies in Incident and Request management
Support end user in day by day operations with specific applications, operating system, hardware and software;
Receive and make calls, chats, emails and self-service contacts, collect information applying check list;
Classify requests/incidents and provide initial support and triage
Research of required information using available resources, user guides and match complaints with Known Errors and Problems;
Categorize and document cases per required standards;
Identify and escalate priority issues;
Support in using application functionalities, identification of possible workaround;
Route cases that are not in scope or not resolvable to next levels of support.
Handle operational queries with a sense of urgency while meeting required quality metrics.
Resolve incidents and service requests using step by step documentation.
Qualifications
WHAT WE EXPECT
Experience with PC and Microsoft Office Suite.
Basic Understanding of PC configuration and hardware
Basic Understading of printers, network drives, password reset, MFA
Written and spoken German B2 minimum
Customer/Call Contact Center
IT Service Desk previous experience would be an advantage.
Experience working remotely and communicating with team leads through Chat tools
WHAT WE OFFER
Accenture offers a competitive compensation package. As required by the Slovak law we hereby state, that the legal monthly minimum gross base pay ranges from 1 300 € depending on your professional and personal qualifications in the required areas.
Recognition:
Guaranteed Paid overtime or overtime vacation
Cafeteria – Budget for benefits based on your choice
Transparent bonus structure
Refer-a-Friend – get a bonus in the employee referral program
Loyalty presents
Flexibility:
Flexible working arrangements (Flex-work, Home Office)
Possibility to participate in projects abroad
Future:
Wide range of leading-edge training (including various language
course)
Teambuilding activities
Regular performance management and evaluation process
Ongoing career guidance and mentoring
Family & Health:
Multisport card which grants access to hundreds of different gyms, studios, and swimming pools
Three extra days off
Sick leave compensation
Family oriented benefits (Wedding and New baby bonus)
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
COVID-19 update: The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.
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