IT Service Desk Specialist - German

Angajator: Gi Group Romania
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Timisoara
  • Actualizat la: 26.09.2021
    Scurta descriere a companiei

    Gi Group este una dintre cele mai mari companii de resurse umane la nivel mondial, oferind servicii pentru dezvoltarea pieței forței de muncă. Grupul oferă servicii de muncă temporară și permanentă, recrutare și selecție, servicii de consultanță și training cât și alte servicii complementare.

    Cerinte

    • 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.

    Responsabilitati

    • 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.