German Service Desk Support Analyst – 6 Months

We are looking for Service Desk Analysts for the European Centre of Excellency.

Opportunity to join a growing project in our company.

RESPONSIBILITIES:

  • Is in charge of technical assistance services and provides a first line support service;
  • Register the calls in the Help Desk Management tool according to the agreed procedures;
  • Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;
  • Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers
  • Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;
  • Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;
  • Follow up the incidents until their resolution or their closing;
  • Alert the Help Desk Supervisor or Help Desk Manager in case of issue;
  • Update and complete the helpdesk knowledge database,
  • Keep himself updated on the company products;
  • Act as a reference for his colleagues;
  • Share the information with the other team members and the management;
  • Contribute to the integration of new colleagues (training, monitoring);
  • Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);
  • As required, assist or provide training for clients.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Education & experience:

  • College certificate or equivalent experience (12 years of studies);
  • If possible, previous experience in Service Desk Operation;
  • Knowledge of Pharma industry is a plus.

Skills & Competencies:

Mandatory skills

  • Native speaker or fluent in German;
  • English – Professional proficiency;
  • Windows Operating System;
  • Microsoft Office.

Mandatory Competence

  • Strong Communication Skills;
  • Customer service experience;
  • Problem solving skills;
  • Ability to think logically;
  • Ability to work under pressure;
  • Team player;
  • Ability to learn quickly;
  • Empathy;
  • Thorough;
  • Methodical.

Availability:

  • Immediate.

The selected candidates will be contacted within a maximum of 15 working days.

EPG – Public Sector Account Executive / Corporate & Major

As a company, Microsoft’s mission is to empower every person and every organization on the planet to achieve more. We empower our own people to achieve more and make a difference in the world. Join us and be one who empowers billions!

In the Enterprise and Partner Group (EPG), we believe the path for our enterprise customers to achieve more is through transformation to digital technologies in support of digital business models. Microsoft has the strongest end-to-end value proposition for digital transformation; our products and solutions help enterprises engage their customers, empower their employees, optimize their operations, and transform their products.

As an EPG Account Executive, you will be the trusted advisor to Microsoft’s largest Enterprise customers. A strategic business partner to your customer, you do more than understand your customer’s needs: you anticipate them. You provoke new thought in your customer. You help your customer see the future faster, and in a new and different way.

You pull together the many resources that Microsoft offers, including offerings by our ISV and SI partners, leading the team to provide your customer with the tools and resources needed to make a difference in their business and for their customers.

You will be responsible for annual revenue and product/service usage (aka consumption) targets. You will drive customer satisfaction as measured by the Relationship Management score. You will achieve year over year account growth by integrating more services and partner offerings.

Primary responsibilities of an EPG Account Executive are:

  • Understand your customer’s business needs and offer the right Microsoft and Microsoft partner solutions to meet those needs.
  • Demonstrate the business value of Microsoft solutions to all lines of business within your customer(s); and, therefore
  • Ensure that your customers are using and/or consuming the Microsoft services and products they have purchased.
  • Orchestrate the virtual team that supports you in selling and supporting your customer(s). This includes specialist sellers, industry experts, services support and partners.
  • Meet your revenue and priority targets by maintaining a strong pipeline and an accurate forecast.

Experiences Required: Education, Key Experiences, Skills and Knowledge:

Applicants should have:

  • A relentless focus on the customer and an insatiable curiosity
  • A strong sales and business background, with 5-10+ years of technology-related experience
  • An understanding of key competitive technologies and/or specific industries
  • Extensive experience in working with teams (virtual and local)
  • The ability to articulate the advantages of Microsoft technologies to C-Level and senior business decision makers
  • A Bachelor’s degree with exposure to Information Technology (or equivalent) is required; MBA is preferred

Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of colour, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.