Help Desk Support (Level 1)

Adecco

Dubai, UAE

Ref: KP164-579

Job description / Role

Employment: Full Time

*MUST SPEAK POLISH* (CZECH OR ROMANIAN SPEAKERS WILL BE ACCEPTED)

Working within the Help Desk team, you will be responsible for providing live assistance for all company products across the client base. You will be responsible for ensuring that all internal and external Service Level Agreements are met at all times and that the standard of service provided to our clients is of the highest quality.

This will include:
- Providing prompt assistance with a variety of audio and web support related incidents and queries for products such as Cisco Webex, Audio conferencing, plug ins, Vidyo and UC solutions such as Lync, Jabber, answering incoming calls to the help desk and replying in a timely manner to customer emails.

- Live Assistance duties such as placing callers through to conference, assisting customers who are having issues with their audio call, doing dial outs for customers.

- To resolve all incoming queries and incidents to the Customer Service helpline or customer service inbox.

- To effectively respond to all requests for information, including liaising with the SD team to provide account information, and providing advice on products and services.

- To troubleshoot incident with the clients and to do the utmost to provide first point resolution.

- To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to 2nd level support (Service Operations Team).

Requirements

In order to be considered for this position candidates MUST:

Be able to speak Polish fluently (Czech or Romanian would be an added advantage.

- Be experienced in audio and web support incidents such as Cisco Webex, Plug Ins, Vidyo, Lync and Jabber.

- ).

- This role is based in Dubai.

About the Company

The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.

Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.

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