Service Desk Agent French / English Speaking

MS Research is a business and technology consultancy company, providing tailored solutions, innovative tools and multilingual technical support for its clients in UK, Europe, North America and India. Our technology-enabled solutions help our clients to achieve competitive advantage, control costs and save time. We have consistently been the first choice for all our existing clients for supporting their foray into any new areas of work.

MS Research Limited are currently looking for 2 Service Desk Agents to service French / English speaking clients. This is a service desk environment and not a call centre, primarily taking inbound calls. Because of the nature of the business all required training will be provided so that the correct procedures can be followed.

Two positons are available:

Position 1:

French – Mandatory native French language with excellent English communication – verbal and written for local management.

Position 2:

English – Excellent English communication – verbal and written.

This is a great opportunity to work with a world leader in an advanced technological environment.

As a Service Desk Agent your duties will include:

* Answer incoming customer queries and provide support or escalation.
* Communicating solutions, after co-coordinating with various levels of support inside the organization.
* Interacting with customers and clients, providing information in answer to technical queries on Hardware and Software related issues.
* Ensure logical closure of tickets by applying methodical approach to issues highlighted by the customers within stated SLAs.
* Track and manage open issues with tickets and follow the handover process for the next shift.
* Follow the stated escalation matrix to provide onsite issue resolution requiring customer visits.
* Update the CRM with all necessary information for future use and reporting.
* Update forums with information on unique or new issues.

An ideal Service Desk Agent will hold the following skills and experiences:

* Exceptional communicational skills and capability of taking on-the-spot decisions with regards to handling customer queries.
* Strong experience in a Customer service environment.
* Delivery of exceptional customer care and experience.
* Must be within short/easy commute of Theale, Reading.

In return you will receive a Salary: £26,000per year dependent upon experience.

For an opportunity to join this exciting company please submit your CV online.