Service Desk Analyst (1st line) with Dutch

Company: Tata Consultancy Services

Your responsibilities
* Provide first level support to customers in relation to IT requests and incidents including software and hardware related issues
* Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support.
* Identify and solve software and hardware problems by giving step-by-step instructions.
* Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs.
* Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life-cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution.
* Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).
Our requirements
* Previous IT service desk experience
* Good written and verbal communication skills in Dutch
* Good written and verbal communication skills in English
* Good knowledge of Windows OS, Microsoft Office tools and different Internet Browsers
* Customer centricity
* Strong Team Player
* Strong analytical skills
What we offer
* Remote work
* Competitive salary with annual salary reviews
* Opportunity to use foreign languages and the newest technologies on a daily basis
* Indefinite period employment contract after probation period
* Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
* Sport's card (Multisport)
* Private medical care for you and your family
* Private life insurance
* Discounted theatre tickets
* Work in a multicultural environment

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