Global Service Desk Analyst

Dell Bratislava is looking for the candidates for our remote technical assistance team! You will get a chance to provide telephone and e-mail technical assistance within the Dell Global Service Desk. Currently it consists of around 1,000 peers from various European countries who assist our English, German, Dutch, French, Italian, Spanish-speaking clients. The position comprises the responsibility for providing phone and electronic based support and first-aid technical assistance in determining simple Hardware and Software problems and proposing their resolution. The main target is to help Dell customers to get rid of their technical difficulties in an effective way and thus assure their final satisfaction. In connection to this, GSD analysts daily working duties are following:

Use troubleshooting techniques and tools to identify technical defects/issues
Determine root cause for Hardware issues and
Identify and dispatch parts and labour to resolve the Incident
Verify warranty entitlement.
Assign incidents in line with documented guidelines and procedures
Support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Clearly and concisely log and track details of solutions provided to resolve customer issue and consequently maintain and update customer database
Identify and provide input on unique or recurring customer problems
Handle technical and customer escalations

Required Skills and Abilities
Advanced German or Advanced English language skills written and verbal.

Day-to-day working knowledge of PC architecture/technology
Basic to advanced IT hardware knowledge
Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
Good telephone and customer handling skills
Ability to handle stressful situations
Ability to deal professionally with irate customers
Ability to learn new products and technologies

Qualifications
Relevant education in any discipline but with
Keen interest in IT/Computer with at least a year of Service Desk or Technical Support experience
Advanced ability to gather, monitor and document data
Customer service skills, verbal and written communication skills
Fair knowledge of Service Desk operations

Competencies
Integrity & Trust
Customer Focus
Problem Solving
Drive for Results
Approachability
Technical Learning
Functional/Technical Skills

For successful candidates, Dell offers

Challenging and progressive work environment
Strong national as well as international professional network
A work environment in growth with many new colleagues and large diversity
A team with a high level of energy and motivation to win
Full technical development plan from day one, including technical trainings and trainings focused on communication and customer handling
Financial and non-financial incentive package, including sales bonuses schemes, pension and employee discount on computer equipment, meal vouchers fully covered by the company, various sport activities (company fitness centre, bookings for various team sports, etc.)

EUMO