Service Desk Analyst - Finance Customer Service
- German & English Fluent
Shift: 2am - 11am
As a Service Desk Analyst, reporting to the Help Desk Manager, your primary responsibility is to serve as the first point of contact for clients and vendors in order to coordinate and solve financial inquiries and issues.
- Respond to incoming phone calls, web, and instant message tickets
- Create a Ticket in the Incident Management system
- Service Desk Analyst will resolve Tickets if possible
- If not possible, a Ticket will be routed to the appropriate source as defined by knowledge bases provided
•Excellent written and oral English communication skills
•Fluent GERMAN oral and written communication skills
•Ability to analyze problem situations and present appropriate solutions
•Strong attention to details with a commitment to quality
•Proven analytical and project planning skills
•Must work well independently, as well as within a team environment
•Excellent telephone manner and listening skills
•Superior analytical and troubleshooting skills
•Excellent customer service orientation
•Proven ability to work under pressure
•Financial background a plus
Required Education and Experience:
Requires a High School Diploma or College Degree and a minimum of 1 year previous help desk support experience and/or any equivalent combination of education and experience.
Required Technical Skills:
•Windows OS (XP, Win 7)
You will be expected to work 40 hrs a week. Start and end times will be based on the team requirements defined by the Help Desk Manager or Team lead to ensure there is sufficient coverage for all applications, markets and languages required. Based on hours of support, out of hours or weekend work may be required on occasion.