Job Summary

The Senior Analyst-Help Desk is the expert for all applications, hardware, and processes specific to each client supported. He/she is involved in production work and quality assurance processes performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction. Participates in work quality control processes.

Key Responsibilities

The Senior Analyst-Help Desk is the expert for all applications, hardware, and processes specific to each client supported. He/she is involved in production work and quality assurance processes performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction. Participates in work quality control processes.

Skill Requirements

Working Relationships

• Subordinated: Reporting manager or above.

• Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Specialist-Help Desk, Supervisors, and the management team

• External: Maintain

Education/ Experience:

• High school degree is a must

• University degree (Bachelor and/or Master) is an advantage.

• Microsoft Certified Professional certification is considered a plus.

• At least 6 months of experience on an Analyst-Help Desk position or a similar one.

Shift Schedules

• Adhere strictly to shift schedule. Timeliness is a key requirement.

• Punctuality & Flexibility to changes in shift schedules.

Skills & Competencies:

Language skills:

• Very good written and spoken command of English.

• Very good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.

Other Requirements

Technical and Soft Skills:

• Profound Job knowledge

• Quality of work: Quality orientation; Attention to detail; Result orientation.

• Productivity: Time management; Personal productivity; Following processes and procedures according to the work standards

• Excellent communication – verbal and written.

• Decision making

• Problem solving skills.

• Customer focus: Relationship building; Customer service orientation.

• Stress management

• Teamwork and ethics.

• Attendance and punctuality.

• Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.

The job description could be amended and supplemented by the employer when changing the requirements and obligations related to regulatory and structural changes.