German Service Desk Agent Summary

With over six years of expertise in various aspects of N1 service desk operations, I specialize in guiding professionals in harnessing the power of Video Conferencing for efficient and convenient communication solutions. Throughout my career, I have consistently prioritized effective communication, progressing from roles in Telephone Customer Service to Telephone Supervisor. My commitment lies in delivering tailored solutions that align with clients' expectations. My mission is rooted in understanding, assisting, and supporting individuals in their daily endeavors. I am dedicated to fostering professional advancement coupled with personal fulfillment, focusing on initiatives that drive both professional growth and individual satisfaction.

Language Proficiency

• Fluent English
• Native German
• Native Portuguese

Systems Analyst Responsibilities:

• Support for all Video Conference Sessions of the Volkswagen Group in Brazil.
• Support for local and remote National and International connections..
• Monthly reports of all flow and VIP service. Weekly tests and reviews of Video Conference equipment.
• Support the daily elaboration of Backlog Reports.
• Infrastructure Analyst Support - Level 1.5
• German, English, and Portuguese language support for the customer in Germany
• Resolution of N1.5 Infrastructure Incidents in the various lines of service for Microsoft Office, Windows, Printers & and Security.
• Registration of Tickets and resolutions in the ServiceNow tool by contacts via phone, email & and chat.
• Support and problem management ensuring quality indicators and customer satisfaction.
• Communicate with the internal and external stakeholders

Technologies and tools:

Microsoft Office, Windows, Printers & Security, ITSM

Systems Analyst Responsibilities:

• Support for all Video Conference Sessions Groups in Brazil.
• Support for local and remote National and International connections.
• Monthly reports of all flow and VIP service. Weekly tests and reviews of Video Conference equipment.
• Support the daily elaboration of Backlog Reports.

Technologies and tools:

Microsoft Office, Windows, Printers & Security, ITSM