Description
What you can look forward as Assistant Manager- Technical Helpdesk/Service desk
Incidents treatment of external Transics Customers via Mail / Phone in English.Focus on Transics Software Support.Determine which incoming Tickets will be treated taking into account the knowledge level, set priorities as per the Matix and the predefined ‘First Response Time’.Treat and analyze the assigned Tickets in order to provide a solution to the external client by e-mail or phone as soon as possible.Record and document the analyses and provided solutions in the Ticketing system.Communicate structural and frequent Tickets to the Service Level Coordinator. Escalate advanced Tickets to Quality Control.Stay informed of evolutions on job-related expertise through training, procedures, guides and courses offered by the organization and engage in assigned skill groups. <...