Service Desk Agent - Wien, Österreich - Erste Digital

Erste Digital

Geprüftes Unternehmen

Wien, Österreich

vor 3 Wochen

Geschrieben von:

Anna Müller

beBee Recruiter

Beschreibung

Location:

Wien

Working hours:

Full-time

Occupational Area:

IT

Company:

Erste Digital

To ensure success as a service desk specialist, you should have advanced knowledge of incident and problem management processes, excellent diagnostic skills, and high-level communication skills.

Ultimately, a skilled service desk specialist provides immediate fast and effective support in written or when necessary, as well over the phone.

Your Tasks:

Act as single point of contact to incoming and existing customer requests
Request preprocessing and quality assurance to determine type and quality
Interact with customers and provide first resolution through known problems
Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
Route incoming and existing issues to appropriate internal support groups
Monitor open service tickets to make sure the team is meeting customer SLA's.
Keeping customers informed of incident resolution progress, notifying them on service impacts
Ensure efficient flow of requests from start to finish
Escalate requests that cannot be scheduled within agreed service levels.
Participate in process improvement efforts
Act as knowledge worker and knowledge base maintenance

What should you bring with you:

IT and banking business awareness: ability to appropriately solve or match requests to internal support groups and ask the right questions to properly document all incoming requests
Knowledge of service desk support tools, familiarity with ITSM systems and practices
Interpersonal skills: such as communication skills, active listening and customercare
Selfmotivation with the ability to work remotely from home and modern shared space office
Customer focus and adaptability to different personality types
Fun, patience and understanding
Provide bilingual Support in German and English

Our Offer:

Possibility to benefit and learn from our international, talented and passionate community at Erste
Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic
Good food: Healthy nutrition and good food are important for our quality of life. With seven restaurants and cafeterias, there's something to suit every taste on the Erste Campus

Health Centre

The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.
New way of work: With our flexible working hours model we want to make your life less complicated. Combing the best of both worlds, remote and company time.

Employee benefits

Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.
Employee Referral Program
Language courses for German & English

Work-LifeBalance

Home office, paternity leave, sabbatical, sports courses we support you in balancing work, family and leisure time
The minimum wage for this fulltime position in accordance with the collective agreement with complete fulfillment of the functional profile is EUR 36.890;

- gross per year. But this is just a formality - we would be happy to talk about your actual salary in person