New Job Helpdesk Support - Korean speaker - 6 month fixed term. - 16905 Industry: IT Job Type: Permanent Location: Weybridge, England Salary: £18000 - £20000 per annum Service Desk, Korean, Mobile, 1 st Line support, Customer Service, Helpdesk. We are urgently seeking a Service Desk Specialist (Mobile Service Desk, Korean Speaking) For this role, you will be the first point of contact for all incoming Mobile service desk services queries. To log support calls in Service Desk system(s) and attempt to resolve the issue, passing those calls which cannot be resolved to specialist teams. Working in a team providing front-line Customer Service Support, receiving requests from IT Contacts at our clients subsidiaries and from end users for the UK subsidiaries. 1. Record all incoming problems and queries related to Shared Applications including Mobile Service desk, SAP, EDI, email and other local Systems. 2. Provide 1st line support to the subsidiaries UK employees. 3. Communicating with IT Contacts in UK, across Europe and in HQ (Korea). 4. Liaising with technical teams for the speedy resolution of calls. 5. Attempt to resolve customer issues using Knowledge and Known Error Database. 6. Assign unsolved problems and queries to relevant engineers. 7. Monitor and manage calls by chasing the specialist teams and customers where required to ensure resolution within agreed SLAs. 8. Communication of request logging procedures to subsidiaries. 9. Produce Service Desk weekly/monthly statistics and reports. 10. Perform administration tasks for mySingle service. 11. Maintain customer data up to date in Sunrise system. 12. Keep records on system access for new staff. EDUCATION: Fluent in English and Korean essential. ITIL Foundation qualification will be an advantage. SKILLS AND ATTRIBUTES: Good experience of MS Office needed. Candidates with experience in the IT industry will be of great interest Bilingual in Korean and English Customer approachable attitude and a customer focused (proactive rather than reactive) person, who will always try and improve the relationship with the customer. Identifying problems before they occur. Person will be expected to work to the needs of the customers (Not mind working late if any urgent action is needed) Must be prepared to work a shift pattern that covers the hours 06:30 to 19:00. EXPERIENCE: Previous experience in customer service / helpdesk experience Some experience in the IT industry, preferably of a technical nature Some previous experience in ERP.
Posted on: Thu, 21 Nov 2013 17:54:01 +0000