Permanent as IT Service Desk Agent (temporary) - Frankfurt/Main (m/w) (M IA-87864)

nach Vereinbarung
flag_no Deutschland
Nicole Schütze

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Goetzfried Professionals GmbH is a consulting and supporting partner in the IT and engineering field for numerous companies of all sizes as well as from different industrial and economic sectors. Their expertise includes the conception, planning and realization of IT as well as engineering projects, further complex managed services and solutions. Therefore, Goetzfried Professionals GmbH places their employed IT experts and engineers to the disposal of their clients in order to realize their projects. In alliance with Goetzfried AG and the Allgeier Group Goetzfried Professionals is a competent, high-performance and constantly growing IT-, Engineering and Staffing Service Company.

Currently we are looking for a new member of our team of experts in order to accept an assignment as IT Service Desk Agent in Frankfurt including the following area of responsibility:

- 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:
o Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues.
o Raising incident and service request tickets.
o 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:
o Account unlock and password reset.
o Token and smartcard provisioning and hand-out.

Requirements (Must have):
- 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:
o Identity and access management (incl. smartcards and tokens);
o Network connectivity (wired and wireless);
o Microsoft Office (Outlook, Word, Excel).

- Proven working experience in an ITIL environment implementing processes for:
o Incident Management
o 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.

Behavioural competencies:
- works well in a team
- proves responsibility; works customer-oriented as well as result-oriented
- establishes high standards and measures; is able to maintain high standards despite pressing deadlines; adapts to varying customer needs.
- time-efficient and well-structured working habits
- able to carry out several tasks simultaneously while maintaining high standards with all tasks.

Work in a shift system possible
On-call duties possible

We offer you:
As a permanent employee with Goetzfried Professionals GmbH you will benefit from our vivid and cooperative corporate culture, from our multifaceted range of training offers according to your needs and wishes as well as excellent career prospects.

Are you interested?
Please send us your complete application documents including references, certificates, your desired salary as well as your possible start date referring to the project number by mail to
For further information please contact:

Stefanie Schwiebert
+49 (0)

Beginn: nach Vereinbarung
Dauer: langfristig
Branche: Bank/Finanzen