IT Application Support with Dutch
- Praktyki
- ITIL, ITSM
Responsibilities Answer phone calls from end users and register Service Requests (SRs). Troubleshoot and resolve Service Requests using knowledge of business applications used by dealers and workshops, personal skills, the knowledge base, vendor literature, and communication with team members. Transfer and escalate Service Requests to other Support Groups (SGs).
Track and follow up on Service Requests transferred to other Support Groups. Inform users about the progress of their Service Requests. Take responsibility for the Team Service Requests.
Maintain direct contact with users and customers from Sweden, Finland, Norway, and Denmark via phone and email. Solve problems occurring in applications, requiring business knowledge. Work according to established rules and procedures as a member of the Global DS Organization, including registering, closing, monitoring, and following up on Service Requests.
Work in accordance with ITIL and DS Best Practices.
Previous IT helpdesk experience and knowledge of ticketing tools, ideally ITSM. Fluency in Dutch, English, and Polish Strong analytical and troubleshooting skills. A willingness to help customers.
Comfort working in a challenging, high-pressure environment with frequent direct customer contact. Strong soft skills and the ability to de-escalate situations quickly.