L2 Service Desk with German

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

 German (C1 or above)
 English (B2 or above)
 Has at least 2 years of hands-on experience in an IT Helpdesk team
 Has resolved incidents while supporting an enterprise environment that included:
 Advanced operating systems knowledge
 Advanced Microsoft Office Suite knowledge (O365)
 Advanced networking skills (LAN, WAN, TCP/IP etc)
 Advanced Active Directory knowledge
 Advanced CRM knowledge
 Advanced Billing System knowledge
 Has used an IT Service Management tool (BMC Remedy or similar)
 Familiar with ITIL best practices and processes
 Ability to diagnose and resolve difficult technical issues
 Customer-Oriented
 Excellent communication skills
 Can-do attitude
 Operational understanding;
 Team working skills
 Flexibility
 Risk management

 Serve as 2nd level support by providing resolution or dispatching accordingly where applicable when receiving incidents and service request, which could not be solved at first contact
 Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership)
 Perform remote troubleshooting through thorough analysis and relevant questions
 Record actions taken and resolution provided in the relevant ticketing system
 Perform ticket follow-up according to the internal procedure
 Identify and suggest possible improvements on procedures
 Provide technical guidance to L1 agents
 Ensure fulfilment of the agreed Service Level Agreements/Key Performance Indicators
 Provide telephony, chat and ticketing support based on business requirements & workload (peaks)
 Contribute to knowledge management process by documenting newly elaborated solutions in order to make applicable the knowledge for the first level support