SCC Services Romania

About SCC Services Romania

Behavioural Skills: Must have very good customer facing skills and be well presented Must have an assertive, confident, positive and a professional manner Strong attention to detail in logging support calls, updating call details and managing call closure Excellent verbal and written communication skills, with a confident telephone manner Strong multi-tasking abilities Able to work in a busy, fast-paced and demanding enterprise environment Flexible and adaptable to the business demands Technical Skills: Experience in supporting Windows 7/10 operating systems, Microsoft Office suite (Office 365, SharePoint) & performing technical and network troubleshooting Experience in supporting mobile and tablet devices Operating an ITSM management tool. incident logging Knowledge of Service Desk processes. ITIL Professional Experience Nice to Have: A proven Customer Service/Customer Excellence record with an Enterprise/Corporate Client base Previous experience of working on a Service Desk Receive incidents and requests from customer end user via telephone, email, self-service & chat Process the ticket with either a first-time resolution or a re-allocation to the appropriate individual/team Be the primary person managing the lifecycle of the ticket through to conclusion Ensure that the speed & flexibility of response meets the business needs and respects the contractual service levels Escalation of critical and high priority tickets to line and senior management To act as the primary interface with the user community actively promoting Service Excellence at all times To ensure that all IT Support related problems and requests are recorded in the call logging system and regularly updated Liaise between departments/teams and to act on behalf of the User

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