Beschreibung
L1 Support IT - Service Desk, German speaking
Our client is a large IT system integrator and IT outsourcing organisation with global presence. They are in need of L1 support consultants for their customer based in Germany. Please find the details regarding the role below.
Job Description
- Meet established service level metrics for call response, technical support, and customer service.
- Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
- Log Incidents/call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
- Use remote tools such as Dame Ware/BOMGAR to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad/iPhone, Android Phones, Blackberry devices and other mobile smart phones).
- Follow and complete Help Desk opening and closing checklists.
- Research and update Knowledge Base for solutions that can be used to provide first-contact resolution.
- Perform installation/troubleshooting/configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
- Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
- Perform in depth troubleshooting of desktop/laptop computers, printers, and other directly attached peripherals to identify issues.
- Provide/Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
- Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.
Skills
- Previous experience providing remote Help Desk/Service Desk support (this is a must).
- Good customer care skills.
- Should have previous working experience in the following:
- Desktops/Laptops/Peripheral Devices (Printers/scanners, etc.)
- MS Windows XP/Windows 7 Desktop Operating System.
- MS Office Applications - MS Outlook Client Installation, setup, and troubleshooting including PST Files.
- Antivirus Software.
- Basic troubleshooting skills in networks: LAN, Wireless LAN, Video Conferencing, Audio Conferencing.
- Mobile Devices (Tablets and Phones): Apple, Android, Microsoft, Blackberry.
- Active Directory - User Account Management
- End User Laptop/Desktop - Image configuration and software patch update.
- Virtual Desktops (VDI).
- Basic Applications Support: Based on Standard Operating Procedures (SOPs).
- Experience using a ticketing systems (BMC Remedy or Service Now)
o ITIL v3 Certification is a plus
If you are interested in this role please share your below)