As IT Support Specialist, you will be responsible for supporting CWT's internal clients across Europe with all first level IT related issues. To be successful you must take pride in providing a high quality of IT support. We are looking for someone with a positive attitude and good team spirit. You will need to speak fluent English/German to be successful in this position.
At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership. They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.
You will:
Provide technical and process support for any hardware or software related query
Ensure the quick and effective resolution to customer queries
Anticipate and identify IT problems
Offer & implement the most cost-effective, rapid and acceptable solutions.
Update and maintain Service Now incident records in a timely and efficient manner
Monitor and escalate all Incidents according to agreed service levels
Participate in all departmental meetings and/or training programs as directed by the Service Desk Management.
Constantly review and make recommendations for potential cost savings and efficiencies that can be achieved.
Ensure all SLA targets are met.
Escalate where necessary serious faults or concerns to Team Leader.
Keep users informed on status and progress of calls
Performance will be measured on approach to customer services, resolution of incidents and requests, number of recommendations and complaints about individual performance.
You have:
Fluent English/German
Proven IT expertise working in a similar support function
Excellent telephone manner and communication skills
Strong problem identification and resolution skills
Technical Skills: Windows XP & 7, Full understanding of Microsoft Office 2003/2007, Active Directory Administration, knowledge of SCCM
Knowledge of Service Now or similar Service Desk technology
Customer service approach
Team spirit