Beschreibung
Desktop Support Analyst, Exchange, MS Office, Active Directory, Frankfurt, Munich, Germany
Long term contract - Ideal candidates must speak fluent German and be available before the end of July.
POSITION SUMMARY:
The primary purpose is to work in conjunction with the central IT team to provide hands-on IT support and project implementation assistance for customer employees.
The IT Support Specialist will play a critical role by providing timely desktop, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness.
You will be fully involved in the delivery of business/technical projects, assisting project managers to; assess the requirements of the customer, test and train new IT services and provide early-life support after implementation.
KEY RESPONSIBILITIES:
General Support
- Ensure that a high level of customer service is consistently delivered
- Handle all IT queries made by Customer employees
- Provide support and testing resource for IT related projects and office moves/re-designs
- IT point of contact for VIP's
Incident/Problem Management
- Proactively monitor ticket queues within the IT Service Management Tool to ensure all tickets are updated and resolved within the defined SLA
- Undertake initial diagnosis, categorisation and prioritization of all incidents and service requests and perform first line resolution where applicable
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers
- Ensure all incidents and service requests are recorded in the IT Service Management Tool
- Keep end customers informed on the status and progress of incidents and requests until an agreed resolution is met
- Identify problem trends and potential issues and escalate as necessary
Project Support
- Assist with the definition of specific project requirements
- Deliver training courses/tutorials for new or upgraded systems to the end customer
- Support the local implementation of business and technical change projects
- Publish knowledge articles and other documentation/procedures on common issues
- Provide IT Training for new joiners
Hardware Support
- Build, configure and install PC's, laptops and mobile devices
- Install applications ensuring that the software is approved and licensed correctly
- Printer configuration and installation
- Plan and undertake scheduled maintenance of local infrastructure and network
- Provide ad hoc support such as Audio and Visio installation and facilitation, creating presentations for business use, assist with the troubleshooting of networked services (WAN, LAN, WIFI)
- Co-ordination and supervise local 3rd party IT providers