Tech / Frankfurt: service desk supporter (m/f) / 46167

Frankfurt  ‐ Vor Ort
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Beschreibung

Currently we are searching for five candidates, who are able to cover the following position:

Basic parameters:
permanent employment
location: Frankfurt
desired start: (latestpossible start: )
duration: 24 months (possibility of extension: 24 months)
Work in a shift system possible
On-call duties possible

Tasks:
Investigate, resolve and/or escalate of all incidents reported to the Service Desk
Assist users on the use of basic features of office automation software
Make an initial assessment of the Incident or the Service Request and attempt to resolve without reference to 2nd and 3rd line support using existing documented standard procedures

Perform Service Desk tasks and Welcome Centre tasks, such as:
Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
Raising incident and service request tickets.
Provide hands-on support to people visiting the welcome centres.

Maintain and update the knowledge database and wiki’s
Support projects in their handover to operations
Perform asset reconciliation tasks

Perform standardised identity management tasks, such as:
Account unlock and password reset
Token and smartcard provisioning and hand-out

Must-Have-Skills:
Proven working experience with the Windows family desktop OS environment and peripheral devices in the end-user office environment, in particular with Windows 7 for providing 1st line support for addressing common issues
Proven working experience with providing end-user support, in particular by means of remote access

Proven working experience with identifying and solving common issues in the end-user office environment such as:
Identity and access management (incl. smartcards and tokens)
Network connectivity (wired and wireless)
Microsoft Office (Outlook, Word, Excel)
Proven working experience in an ITIL environment implementing processes for:
Incident Management
Service Request Fulfilment
A good command of English with proven drafting ability

The following five generic technical competencies are considered to be an asset:
A good understanding of Information Technology in general including backend environments
Proven working experience with the configuration and troubleshooting of encryption tools e.g. PGP, S/MIME, Bitlocker, smartcards, including the use of certificates

Soft-Skills:
customer-oriented
confident behaviour
good communication skills

Your GECO contact person is looking forward to your feedback:
Erik Pfaffenroth
Telephone:


If you are interested in this position, we are looking forward to receive your current CV (Word document) incl. your availability and your salary requirement.
Start: 15.05.2016
Dauer: 24 months
Art: Festanstellung
Start
15.05.2016
Dauer
24 months
Von
GECO Deutschland GmbH - A Yoh Company
Eingestellt
06.04.2016
Ansprechpartner:
Britta Zigahn
Projekt-ID:
1104544
Vertragsart
Festanstellung
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