IT Helpdesk Support - Danish

Key Accountabilities:

• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities
• Identify, evaluate and prioritize customer problems and complaints
• Analyze customer problems and formulate plans of resolution
• Utilize all technical resources to solve customer problems
• Serve as a point of escalation for other Helpdesk Services agents
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Assist in evaluating new services, processes and technologies introduced at the helpdesk.
• Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated service group or client help desk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Additional projects as required