First Level Support (m/w/d)

About us:

Infosys BPM is a leading international digital services and consulting company. We support companies in 46 countries. While we constantly implement innovations for our clients, our motto remains the same: Everyone deserves a chance to grow!

About the Position:

We are looking for people with very good knowledge in the field of service desk, helpdesk or customer support. (Young professionals can also apply for this position).

Job role: Process Executive (Helpdesk or ServiceDesk support)
Language: German
Location: Berlin

Description:

We are currently seeking a friendly and dedicated Process Executive - Helpdesk/Service Desk Support to join our team. In this role, you will be responsible for providing excellent customer service and technical support to end-users across various channels. You will be the first point of contact for individuals facing IT issues and will play a key role in resolving their problems efficiently and effectively.

Responsibilities:
* Answering incoming calls, emails, and chat inquiries from end-users and addressing their technical issues promptly and courteously.
* Documenting all customer interactions and technical issues accurately and thoroughly.
* Troubleshooting hardware and software problems and providing solutions to customers.
* Escalating critical issues to the appropriate teams and following up to ensure timely resolution.
* Collaborating with cross-functional teams to ensure the smooth execution of IT projects.
* Assisting in the development and improvement of knowledge base articles and training materials.
* Contributing to a positive team dynamic and providing feedback for continuous improvement.

Requirements:
* High school diploma or equivalent; relevant certifications or a degree in a related field is a plus.
* Prior experience in a helpdesk or service desk support role is preferred.
* Excellent verbal and written communication skills.
* Strong problem-solving and analytical skills.
* Ability to multitask and prioritize tasks effectively.
* Familiarity with operating systems, software applications, and hardware components.
* Customer-oriented mindset with a passion for providing exceptional service.
* Ability to work independently as well as collaboratively in a team environment.

Art der Stelle: Vollzeit

Arbeitszeiten:
* 8-Stunden-Schicht
* Wochenendarbeit möglich



Sprache:
* Deutsch auf B2-Niveau? (Erforderlich)


Arbeitsort: Vor Ort