IT Helpdesk X7 Must be German Speaking - HAMBURG

Vor Ort
Randstad Technologies
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Role IT Helpdesk X7 Must be German Speaking

Location Hamburg

Duration 12 Months

Rate €200 - €22O a day

The role involves. Dealing with demanding internal customer base.
. Taking calls from users and logging the incidents in helpdesk application.
. Resolving 1st line incidents and requests where appropriate escalating to Technical team
. Responsible for resolving basic issues and passing technical issues to relevant technical support teams.
. Ensuring all tickets are resolved to a high level of customer satisfaction
. Providing prompt escalation to 2nd Line Support team as required
. Providing regular feedback to clients on status of their calls
. Providing exceptional communication between the service desk, end users and groups
. Effective call management and tracking using the Help desk call logging system
. Meeting and exceeding customer specific service level agreements (SLAs)
. Chasing calls raised with 3rd party resolver groups and internal technical teams

The candidate will have excellent working knowledge of MS Windows Servers, MS Windows Desktops, MS Exchange Server, Backup Software and general networking and printer knowledge.

Responsibilities will include:
- Troubleshooting desktops, laptops, hardware and software
- Troubleshooting Windows Servers
- Troubleshooting MS Exchange 2003/2007
- Writing/Updating User and System Documentation
- Network and Server Administration
- Working on SLA based technical support calls

Key Skills of the IT Helpdesk Engineer:
- An understanding of troubleshooting MS Windows Server 2003/2008
- An understanding of troubleshooting Microsoft Exchange 2003/2007
- An understanding of troubleshooting Microsoft Windows XP, Vista and Windows 7
- Knowledge of Servers including HP and Dell.
- Good understanding and working knowledge of TCP/IP
- Good understanding and working knowledge of SSL Certificates & DNS records
- Ability to efficiently handle multiple requests through the help desk system

Randstad Technologies Ltd is acting as an Employment Business in relation to this vacancy.