Beschreibung
? Maintenance, support, installation and replacement of pcs, laptops and remote devices, including imaging.? maintenance and support of desktop software (Packaged apps and MGH Developed).
? maintaining asset database (ITAM) for all desktop hardware and PDAs for Germany.
? user and account administration for Active Directory (Exchange inclusive).
? providing support by telephone, intranet, in-person & remote control software.
? assisting with organising tasks for the Service Desk.
? occasionally working on specific technology projects.
? ensuring all support requests are logged into Remedy.
? resolve 80% of all tickets assigned.
? opening, resolving and maintaining support requests (Remedy tickets) to agreed SLAs and according to daily reference of documented processes.
? working a shift on-site from 09:00-17:00 Mon-Fri, except on German bank holidays.
? proposing new solutions or processes which will add value to the business.
? creating and maintaining documentation according to established process.
? maintaining adherence to the client?s IM policies and procedures.
Anforderung:
? Excellent writing and speaking skills in German and English
? Min. 2 years exp of 1st & 2nd line desktop and desktop hardware (pcs, laptops & printers) support gained in a structured IT org.
? Excellent knowledge of call-tracking software, preferably Remedy.
? Excellent Customer Service skills.
? Advanced knowledge of Windows XP Professional.
? Advanced knowledge of supporting laptops.
? Advanced knowledge of Office 2000 & 2003.
? Knowledge of Exchange and Active Directory administration.
? Support of remote technologies (TREO, Blackberry, Neotaris-Secure ID, VPN).
? Excellent writing skills for use in procedural documentation, reports and call-logging.
Projektstart: asap
Projektende: 31.04.2012
Auslastung: fulltime
Leistungsort: Frankfurt
Direktbewerbung: hier