1st Line Support Analyst with German

ESP Global Services is looking for a 1st Line Support Analyst with German to join our multicultural team in Bucharest.

This is an onsite role in Bucharest and requires commitment to a shift pattern of 4 days on: 2 day shifts from 7am – 7pm, 2 night shifts from 7pm – 7am; 4 days off, repeated.

What will you do?

• Manage and process customer tickets, carry out fault diagnosis, and provide technical support.
• Identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
• Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to 2nd Line Support or other resolution groups.
• Ensure the customer or user is kept fully updated.
• Maintain high standards of customer service at all times to encourage an excellent customer experience.
• Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.

What you will bring?

• Proficient German and English language skills
• A passion for customer service with great interpersonal skills
• An understanding of IT fundamentals (we offer full ‘on the job’ and academic training opportunities for those willing to learn and adapt)
• A logical approach to problem solving.

What we offer

• An opportunity to work in a dynamic learning environment
• Unlimited access to free training and development
• Medical subscription
• Pizza Friday
• Meal tickets
• Shift allowance
• Paid holiday allowance is 20 days per year + public holidays

Who are we:
  
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

ESP Global Services is an equal opportunity employer!