incident operator German

Guiding and advising a team of 40+ Customer Support Engineers (CSE), investigating and monitoring workload and acting as main focal point for any questions or concerns within the team, training and developing capacity and capabilitySetting up PC and Server systems to investigate escalated cases and training and coaching new recruits and existing CSEsPrimary contact for higher level engineers regarding any technical issues

 Advising end users and Desktop/Server engineers at client site on a range of desktop and server issues. Built various platforms and systems to replicate and investigate technical issues and for ongoing learning to improve customer service. Handling incoming contacts by phone, web, email and chat Documenting new cases in a call log system, provide customers and other parties involved with correct up to date details on the case, and offer relevant advice and solutions. Keep track… Show more  Advising end users and Desktop/Server engineers at client site on a range of desktop and server issues. Built various platforms and systems to replicate and investigate technical issues and for ongoing learning to improve customer service. Handling incoming contacts by phone, web, email and chat Documenting new cases in a call log system, provide customers and other parties involved with correct up to date details on the case, and offer relevant advice and solutions. Keep track of new developments regarding hardware, software and technologies. Keep personal knowledge and skills up to date by constantly checking info and data resources. Report any issues on data/information on various (online) resources. Show less

 Ensuring quality of registered service calls/requests, coordinating escalated major faults, and guiding a team of 15+ handling incoming client calls, emails and correspondence, reporting faults and seeking information towards a direct solution or starting an escalation process to 3th line support teams. Registering service calls/inquiries and recording feedback on solved issues as well as monitoring call progress. Providing desktop support for a range of software applications used… Show more  Ensuring quality of registered service calls/requests, coordinating escalated major faults, and guiding a team of 15+ handling incoming client calls, emails and correspondence, reporting faults and seeking information towards a direct solution or starting an escalation process to 3th line support teams. Registering service calls/inquiries and recording feedback on solved issues as well as monitoring call progress. Providing desktop support for a range of software applications used on desktop systems and notebooks. Support printers and print queues. Assist with registration and maintaining user accounts including password resets.  Act as assistant team leader Show less