EMEA Helpdesk Specialist – Dutch speaking

Location UK / Derry

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 18 hours ago

Reference 1374493

 Job Description

Excellent opportunity for a EMEA Helpdesk Specialist - Dutch speaking based in Derry/Londonderry

EMEA Helpdesk Specialist – Dutch speaking

UK-NIR-Derry

Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scales with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday’s customer base.

Position Summary/Objective

This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system, there are also specific language requirements to support the EMEA region, fluency in Dutch / German is required.

The ideal candidate needs to be enthusiastic and motivated with a determined positive approach to challenge and development opportunities. They need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.

Essential Functions/Duties/Responsibilities

  • Provide professional and timely service to internal and external customers to ensure SLA’s are met.
  • Effective communication skills via telephone, email and in-person to build trust with customers,
  • Provide Workday platform navigation and access assistance to contact center requests in lines with customer contractual agreements.
  • Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal).
  • Appropriate escalation of service delivery issues to responsible persons/teams as required to help with timely closure of requests.
  • Participate in ongoing training relative to the functional area to ensure compliance with relevant technologies and to further oneself development.
  • Form strong partnerships within the department and organisation.
  • Identify and document areas of improvement or innovation through process change or automation to help further enhance the EMEA Helpdesk offering.
  • Assume role appropriate ad-hoc duties as assigned by the EMEA Helpdesk Manager.
  • Plan, control and monitor work in a clear and auditable manner using appropriate tools and techniques to effectively meet SLA’s.
  • Deliver all team specific Service Level Agreement measurements within time and cost budgets and to the required quality and quantity metrics
  • Liaise with the EMEA Helpdesk Manager to ensure the successful integration of new processes into the business.
  • Engage in overall company initiative taking active part in team and company committees and activities.
  • Identify personal and team training needs, communicate to the EMEA Helpdesk Manager and contribute towards the  preparation of Personal Development Plans.
  • Actively participate in team and cross functional quality initiatives.
  • Implement and adapt to change of process when agreed by the client.
  • Proactively communicate identified ticket trends with the EMEA Helpdesk Manager to ensure appropriate action is taken as soon as possible.

Qualifications and Experience

  • 1-2 years of customer service or related experience and/or training
  • Fluency in Dutch / German
  • Proven language skills ( recognised qualification preferred)
  • 1-2 years of customer service or related experience and/or training

Preferred Skills

  • Ability to learn basic Workday Employee Self Service functionality.
  • Ability to value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace.
  • Ability to maintain punctuality and adherence to set schedule with extra hours as needed.
  • Ability to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.
  • Good data analytical skills; strong research and follow up skills.
  • Ability to multi-task.
  • Professional communication skills.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.

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