SECOND LEVEL SUPPORT (MICHAELPAGE YDIH232595)

Köln  ‐ Vor Ort
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Beschreibung

Unser Kunde ist eines der größten Finanzdienstleistungsunternehmen in Köln.

Primary Tasks and responsibilities:

- Workplace 2nd Level (VIP)Support for workstations, printers and all end user related issues, not being covered by 1st level Support or the new end user Self Service Capabilities (eGain)
- Member of a support team providing day-to-day 2nd level troubleshooting and desktop support, as well as performing end user
related workplace standard work requests
- Supporting the operating company end-users via Phone, ticket tool (HP Service Manager) and other communication channels.
- Performs all necessary supporting activities, also around office printing. upports project related site deployment and integration. Create, test and maintain service recovery procedures and plans. Reviews continously
all existing support processes and derives continuous improvements and according process adaptions out of this. Provides proper analysis (reportings) of incidents and SWR performance.

Strong experience in software desktop support preferably (Windows 7 and ideally 8, Office 2010 and beyond, Active Directory)
· Familiar with PC Applications / Suites like Adobe, Microsoft, etc.
-Basic knowledge of all infrastructure components (LAN, WAN, Mobile Connectivity and TCP-IP)
· Understanding of print procedures, print queues and related Print Server technologies (Windows 2008) in the end user relevant environment and
context. Technical writing skills to write the proper documentation according to internal regulations for 1st Level Agents as well as for end users (eGain platform). Proper Excel skills up to Pivot and V-Lookup.
Strong end user orientation and imperturbable willingness to support real end users. Strong tracking, coordination and basic project planning
skills.
Ability to identify and implement process and/or application improvements
Strong analytical and problem-solving skills. Must be able to work on multiple simultaneous tasks with limited supervision. Ability to work effectively under pressure.
Quick learner, motivated self-starter · Excellent customer service, interpersonal, communication and team collaboration skills.
-Able to follow change management procedures and internal guidelines.
Able to work in a larger partially virtual team and possibly in a multiple cultural environment.
Experience in working with Lean methodologies, Local language

Fluent english is a must
Start
01.07.2015
Dauer
6 Monate
Von
Page Contracting GmbH
Eingestellt
10.06.2015
Ansprechpartner:
Stefan Zweck
Projekt-ID:
921123
Vertragsart
Freiberuflich
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