Danish Market - IT Helpdesk Support

Boschgroup; Lisboa; Híbrido; EUR 21 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible hours

Canteen

Medical services

Resumo da oferta

Boschgroup in Lisbon is seeking a proactive 1st level IT support specialist. You will respond to calls, emails, and chat inquiries, analyze technical issues, and provide remote assistance to customers using remote tools.

Ideal candidates have technical IT education, Danish (C1) and English (B2), and are ready to work in a service-driven environment across office and remote setups.

Qualificações

• Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics.
• Experience: Professional experience in a customer facing position would be an advantage.
• Languages: Danish C1 and English B2 are required; additional European languages are a plus.

Responsabilidades

• Respond to calls, emails and requests for 1st level IT support.
• Analyze problems and provide remote assistance to customers; target first level resolution.
• Follow defined work instructions and escalation processes for incidents.
• Track incidents in the internal incident management system.
• Maintain communication with other Bosch sites and colleagues involved in support processes.
• Input for FAQ and knowledge data base; update as needed.
• Establish good relationships with colleagues and customers to ensure smooth information flow.
• Willingness to work in the office and/or remote according to business needs.

Conhecimentos

Customer service orientation

Team player

Strong communication

Methodical troubleshooting

Formação académica

Technical IT education or equivalent

Ferramentas

SAP

Descrição da oferta de emprego

Job Responsibilities

• Respond to all calls, emails and common requests for technical 1st level support;
• Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months;
• Follow defined work instructions and escalation processes for all possible types of incidents;
• Track all incidents in our internal incident management system;
• Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes;
• Input for FAQ and knowledge data base;
• Establish good relationships with colleagues and customers in order to achieve a correct flow of information;
• Willingness to work in the office and/or remote according to business needs.

Education & Experience

• Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics;
• Experience and know-how: Professional experience in a customer facing position would be an advantage;
• Languages: Danish oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus;
• A team player who is 100% service and solutions focused;
• Methodical troubleshooting skills required;
• Working knowledge of SAP would be an advantage;
• Previous experience or affinity with automotive electronics would be an advantage;
• Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure;
• Willingness of taking over responsibility for assigned projects as needed.

What we offer you

• Challenges in an international environment
• career opportunities in one of the best companies in the world
• flexible hours
• medical services
• discounts for employees
• sports and health related activities
• canteen
• good access to public transports
• space for creativity

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