Service desk analyst german / dutch / french / italian / spanish / czech + english

Company Description

Dimension Data uses the power of technology to help organizations achieve great things. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD billion, offices in 49 countries, and over employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organization, organizer of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.

Job Description
We are searching for new colleagues to join our new team in Prague, Czech Republic!!!
This role will accept requests from clients and they perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience

Key Responsibilities
1. Responsible for receiving, validating and logging client requests, capture the detail of the request and provide first line support if required.
2. Ensure the correct escalation procedure is followed on all critical calls and requests and assist with analyzing and interpreting the request to ensure the correct categorization and prioritization.
3. Work closely with colleagues to ensure the swift resolution of faults and ensure the user is kept updated on the progress in relation to the resolution of the fault.
4. Ensure all relevant documents related to the fault are maintained and keep accurate records of the fault, including the client’s information.

Qualifications
• Diploma or qualification in technology desired but not mandatory
• Proficiency in English & any other language mentioned above at least C1 level is essential
• 1+ years experience required in call center managed services / services delivery environment within a medium to large ICT organization.
Additional Information
We operate a 24/7 client support environment and our service desk analysts are required to work 8 hour shifts on a rotational basis.

Benefits
• Great working atmosphere in an international team
• 5 weeks of vacation
• 3 sick days per calendar year
• Motivating range of salary
• Compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
• Contribution to the pension insurance
• Contribution for public transport
• Over standard health care
• Meal tickets – 100 CZK
• Refreshment (coffee, tea, water on work) for free
• Notebook and mobile phone including data tariff per company standards
• 10% annual bonus based in the target achieved
• 12% out of the salary for the night shifts
• Paid referral bonus system

For more information about our company, please visit our official website here https://www2.dimensiondata.com/.

We are offering relocation package. A valid work permit in Czech Republic or an EU passport is a must.