Beschreibung
Kirtana consulting is looking for Strong German speaking Service desk analyst as a contractor to work with one of my client in Germany.
Job description:
This position will serve as Technician, IT Service Desk, focusing on the day-to-day operations of the IT Service Desk team in a dynamic, fast-paced, support center environment.
This position will require the ability to drive best practices and to implement procedures to ensure that service levels are met every day, but you will not be responsible to solve the incoming request. There is also a range of administration duties with regards to data center management within this role.
You will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Required
Fluent German and English language skills
Willing to work in a 24x7 shift model - mandatory
Strong knowledge of desktop, server and network technologies and will have experience supporting the activities of a Help Desk team, which provides a single point of contact for internal customers.
1+ years of experience with functional and technical aspects of IT support services and related solutions, capabilities and technologies
Preferred
Experience in a similar ServiceDesk
ITIL V3 Certificate
Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile.
These include:
High analytical skills
A high degree of initiative and flexibility
High customer orientation
High quality awareness
Excellent verbal and written communication skills
Role and Responsibilities
The ServiceDesk technician is responsible to handle all incoming requests via e-Mail, Phone or in a Ticket within the defined times.
Receiving, logging and managing calls via telephone, email and ticketing system
Troubleshooting of IT related problems from in-house software to hardware.
Escalate unresolved calls to the infrastructure support team
Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner
To arrange for external technical support where problems cannot be resolved in house
Single point of contact within the Incident solving process for internal teams but also for the communication with the customer.
Coordination of on-site hardware replacements
Backup tapes management
Data Center access management.
Provide expert insights into general support issues, enforce quality of service guidelines for dealing with clients, efficiently resolve and troubleshoot problems, provide assistance to internal customers related to various system issues by clearly communicating technical solutions in a user friendly and professional manner
Advanced trouble-shooting, prioritizing, and completion of assigned incidents in a timely manner
Escalate complex issues to the respective next level support teams.
Must have a strong customer service approach, great follow-up skills, PC troubleshooting skills, and a strong desire to help others in a fast-paced and challenging environment