Danish Market | IT Helpdesk Support
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Summary
First-level IT helpdesk support for Danish-speaking users at Bosch in Lisbon: answering calls, emails and chats, doing root-cause troubleshooting, tracking incidents in an internal system and feeding the knowledge base. Hardware/software support skills are core; SAP and automotive electronics knowledge are pluses.
- Respond to all calls, emails and common requests for technical 1st level support;
- Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months;
- Follow defined work instructions and escalation processes for all possible types of incidents;
- Track all incidents in our internal incident management system;
- Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes;
- Input for FAQ and knowledge data base;
- Establish good relationships with colleagues and customers in order to achieve a correct flow of information;
- Willingness to work in the office and/or remote according to business needs.
- Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics;
- Experience and know-how: Professional experience in a customer facing position would be an advantage;
- Languages: Danish oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus;
- A team player who is 100% service and solutions focused;
- Methodical troubleshooting skills required;
- Working knowledge of SAP would be an advantage;
- Previous experience or affinity with automotive electronics would be an advantage;
- Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure;
- Willingness of taking over responsibility for assigned projects as needed.
What we offer you:
Challenges in an international environment | career opportunities in one of the best companies in the world | flexible hours | medical services | discounts for employees | sports and health related activities | canteen | good access to public transports | space for creativity.
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Make it happen! We are looking forward to your application!