INTERNSHIP: IT SERVICE DESK ANALYST with GERMAN and English

Short company description

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson.

Join our team – let’s go!

Requirements

- University studies, preferable in IT domain.
- Advanced ENGLISH and GERMAN
- 0,6-2 years experience in technical support via phone (call-center model).
- 0,6-2 years experience working with Microsoft operating systems and applications.
- Work experience with Microsoft products as: Exchange 2000/2003, Microsoft Office (including Outlook).
- Experience to train end-users via phone on how to work with hardware and software systems.
- Experience in supporting PDAs (Blackberry, iOS devices).
- Hardware knowledge including laptops, desktops and servers.

Responsibilities

- Provides primary IT technical support for a community allover Emerson, in respect of agreed SLAs, based on the four levels of impact;
- Handles a number of 4 communication channels, to receive our customers’ issues/requests (e-mail, telephony self-registered and live-chat) and logs these request as interactions in the Service Desk logging system. Based on the information collected from customers, ensures accurate cataloguing of the requests handled and creates incidents/ requests or updates the existing ones.
- Provides basic troubleshooting steps, gathers relevant data from users and educate them on usage before assigning the request to the responsible Tier 2 or Tier 3 workgroups;
- Researches hardware and software problems for end users by applying standard procedures and best practices; Among others, the following items will be supported:
o Account requests;
o Microsoft Office Products;
o Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.);
o VPN Connectivity ;
o Windows Environment;
o Blackberry and iOS devices support;
o Hardware such as Laptops, Desktops, Peripherals, etc.
- Ensures Emerson IT Shared Service's Service Level Expectations are maintained;
- Provides users with updates as requested and documents this in the service ticket.
- Based on routing documents, routes and/or escalates more complex requests to the appropriate Tier 2 or Tier 3 support workgroup providing case documentation and significant information regarding performed steps.
- Identifies the opportunities for procedure and processes modification and improvement and escalates these to T2/supervisor. Records, tracks and documents all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Actively participates at team meetings and weekly action of Quality of Service analysis (misrouted tickets) and procedure updates, becoming aware of the received feedback, in order to improve the quality of his/her performance;
- Other duties as assigned.

Other info

Job purpose: The ITSD T1 Analyst works in the Global Team of ITSD.
As a member of this team, the analyst is the first point of contact for IT issues and requests, for Emerson IT community of users and also tries to solve issues or requests, according to established procedures, using the knowledge base, personal experience and IT best practices.