IT Service Desk Specialist - German

We #changelives! Descoperă oportunități globale cu GI Group Holding, un pionier în servicii HR care valorizează și promovează evoluția carierei tale.

Parte a unei echipe de peste 6700 de specialiști prezenți în 34 de țări, noi ne angajăm să dezvoltăm piața muncii prin soluții inovatoare și personalizate. Alege să lucrezi într-un mediu care apreciază valoarea personală și profesională.

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• Excellent communication skills;
• Incident Management experience – Managing incidents including business expectations and
Communication;
• Basic User & Security Group Active Directory administration;
• Strong knowledge of Microsoft based operating systems and applications;
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer
Service;
• Analytical thinking and task performing;
• Excellent organizational skills;
• Experience with IT/CT/ICT operations and maintenance support is a plus;
• Experience with ITIL service management or other standard IT practices are considered a plus;
• Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites Active;
• Fluent German is required: C1 level preferred; English advanced.

• Act as a single point of contact for phone calls, tickets and emails from staff regarding IT is-sues and queries;
• 1st and 2nd line support - troubleshooting of IT related Incidents from in-house software to hardware, such as Laptops, PCs and Printers, mobile phones;
• Resolve incidents based on 2nd/3rd line of support (including vendors) coordination;
• Handling of end user service requests from reception until closure;
• Escalate unresolved calls to the relevant Resolver Group;
• Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Provide stats for the weekly Service Desk report on call trends and quality;
• Publishing support documentation to assist staff with requests for information;
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.;
• Experience with Microsoft Exchange Server management;
• To arrange for external technical support where Incidents cannot be resolved in house;
• Maintaining an Asset Database and track changes;
• Support the Problem Management process by providing input for problem tickets, based on occurred incidents;
• Supports the Configuration Management process by updating CMDB based on incidents;
• Report on relevant KPI’s in relationship to the agreed levels.