Senior Helpdesk Agent - Basel - German Speaking

For our client, a pharmaceutical company in Basel, Switzerland, we are looking for a motivated and ambitious:

SENIOR HELPDESK AGENT - GERMAN SPEAKING

Act as Single Point of Contact for end-users providing customer focused support for incidents (utilizing the given standard tools and accordingly given Call Handling Instruction), including:

- 1st level support for our Clients Common Office Environment (Windows 7, Office 2010, Mac) and standard Business Applications, key services, (eg Remote Access), hardware (eg laptops, desktops, smartphones, tablets and printers), Infrastructure (eg LAN, WLAN)
- Performs proactive ticket monitoring, updating owned tickets with latest status (pending, closed, resolved) and informs user accordingly.
- Monitors the voice mailbox of User Service segment, creates according change or incident ticket. Dispatches Incident & Service Request Tickets according its content.
- Receives incoming incidents and requests, records tickets and resolves them in an adequate time frame, ensuring expected customer satisfaction.
- Maintains communication links with the end user, keeping them apprised of call status where First Call Resolution is not possible.
- Contributes knowledge to the Knowledge DB

YOUR PROFILE

- 5+ year experience in a similar position
- Advanced German and English skills (verbal and written)
- ITIL Certification is a plus
- Experience in Pharma or related Business area is a plus

Start: 1.1.2016
Duration: 6 months + optional extension
Location: Basel