Customer Care Agent (HE-8939)

2018-10-03-Budapest-JG - IT support
A munkáltatóról / About the company
Would you like to work for a UN organisation? Would you like to work in the field of finance? We have a great opportunity to start your career as a Customer Care Agent
Pozíció részletezése / Position overview
What you’ll be doing

• The customer care agent is expected and has agreed to work any 8 hours shift during the day (24×7), on a rotation basis, as per the schedule shared by the supervisor.
• You have to support users in all locations (country offices, regional offices, and head quarters) and to ensure that effective and efficient solutions are provided.
• Provide user support as Single Point of Contact
• Answer telephone calls, ensuring that all incidents/queries are recorded and classified; and provide first time resolution using the scripts provided by SMEs and existing resources
• Assist Skype for Business callers and record incidents and actions taken
• Check incoming information (calls, e-mails, requests, etc.) and ensure that all incidents are registered
• Appropriately and timely dispatch service calls to the correct assignment groups
• Liaise with Computer Focal Points and Field Office IT staff on resolution of common incidents/issues and requests
• Maintain internal FAQs and workarounds for known issues and generate reports as needed
• Research for solutions or workarounds, using the tools provided by IT Management, data and information provided by the users or SMEs
• Work closely with Problem Management for incidents that have no workarounds or solutions
• Track, own and monitor the incident through out its life-cycle, including verification and closure.
• Support project roll outs and implementation of new processes
• Process requests that need action by Identity and Access Management Team
• Respond to general GSSC business queries using the available knowledgebase
• Work with SMEs at all locations (Business and Technical) to identify correct procedures and solutions in a timely manner
• Perform any other relevant duties as requested by supervisors
• Communicate with users to provide solutions to reported and/or identified incidents, requests or services interruptions
• Provide timely feedback, status or progress report as per established policies and procedures
• To provide the Forward Schedule of Changes (FSC) for planned and short-term changes of service levels
• To provide feedback received from users, additional updates or to request for faster resolution
To provide feedback using end-of-shift or daily reports; identify and report customer training/education needs based on requests/incidents reported to Customer Care
• Users (GSSC, country offices, regional offices, and head quarters]
• Service Now Incidents or Requests that were not addressed as per SLA
• SMEs (GSSC, ICTD, DFAM, DHR, etc.) and vendors (Mission Control, Microsoft, or others as needed)
• GSSC and ICTD Management (regional offices, and headquarters)
• Repository of relevant information for use by end users
• Workarounds for known problems
• Processes and procedures used by Customer Care, as required
• Knowledge base articles

What you need to have

• Completion of Secondary education (high school degree) supplemented with training at university level in: Business Administration or Computer Science (A+ or equivalent experience);
• Practical experience in providing ICT and business customer support and services: desk side and phone support and remote assistance;
• ITIL Foundation Certificate or Equivalent Customer Support Certification;
• Good written and oral communication skills;
• Advanced knowledge of client operating systems (Windows 7, 8 or 10);
• Hands on experience of Applications such as MS Office 2016, Office 365, PC utilities, Internet, ITSM software such as Service Now, Remedy or Service Manager, etc.;
• Understanding and experience on any function of ERP (SAP, Oracle, PeopleSoft…) would be an advantage;
• Working knowledge of Server Operating systems (Windows Server 2012/2016), network technologies (Routers, Switches, firewalls) focusing on support side;
• Ability to work in a team environment is required;
• Ability to work in a multi-culturally diverse environment;
• Knowledge of English required.


Cím: 1037 Budapest, Montevideo u. 16/B

E-mail cím:

Telefonszám: +36-1-439-2940

Fax: +36-1-439-29-63

Viber / Whatsapp elérés: 06-70-684-00-30