CSILLA BEKEFI

Appointed mentor of the team - to provide help and support for new colleagues to make them feel welcome and help them to adapt the internal processes Support colleagues in complex IT technical cases Taking part in conference calls with support units from Switzerland Creating of team schedule, reporting in Excel if DTL or TL is absent

Solving of complex IT technical issues Contacting clients via phone, chat, email

Handling of ageing incidents Reduction of backlog Catch and dispatch of tickets Updating the knowledge base articles

First level service desk agent (incident support, call taking) Verbal and written communication with end users in German and in English - provide help through troubleshooting

Catch and dispatch of incoming mails, faxes from Germany Handling of incoming emails of the German clients

Telemarketing:Search for possible new clients Sales tasks:Sell of IT courses calling the clients on landline Administration of sold courses

Administrative tasks Taking part in organising of school events Translating of presentations for meetings

European Union Faculty