Service Desk German Speaker

Role- Service Desk Consultant with German Speaker

Location:- Warsaw, Poland

100% German language skills with a skill mixed of B2 and C1. Voice Tickets handing "Incident & Request Management"
• Tickets Logging, categorizing, and prioritizing all contacts in BMC Remedy
• Providing first-line investigation and problem diagnosis
• Resolving incidents or service requests which are resolvable at L1 through approved Knowledge Base articles, Knowledge base queries and has relevant access rights
• Calls are mainly 'How to .../FAQ' related calls. For quick tickets, templates are available for fast ticket logging
• Escalating incidents and service requests that cannot be resolved within agreed-on time limits
• Providing feedback for existing knowledge base articles and flagging for missing knowledge
• Encourage users to leverage self-help tools in the first instance, such as the service catalogue and other portal Services
• Ticket closure will be done by the respective L2 resolver groups
• Ensures that system access is maintained in accordance with company policy (Token Activation; Token/user logged; Token Pin clearing and reset) Non-Voice Tickets handing "Incident & Request Management"
• Ticket categorization based on user free form text
• Outbound calls for ticket clarifications
• Ticket update and Providing first-line investigation and problem diagnosis
• Resolving incidents or service requests which are resolvable at L1 through approved Knowledge Base articles, Knowledge base queries and has relevant access rights
• Dispatch tickets that cannot resolved within agreed-on time limits
• Ensures that system access is maintained in accordance with company policy (Token Activation; Token/user logged; Token Pin clearing and reset)