Beschreibung
Task:- Pickup incoming technical support calls or tickets and log them in the Help Desk
Tracking System
- Forward technical support issues that cannot be addressed by the Help Desk to the
appropriate technician
- Troubleshoot and resolve end-user hardware, operating system, and software related
problems, when possible from the Help Desk
- Troubleshoot and resolve end-user mobile telephony problems, when possible from the
Help Desk
- Troubleshoot and resolve basic network and server access problems for end users,
when possible from the Help Desk
- Troubleshoot and resolve issues with WAN, WiFi, firewall, VPN, VoIP etc. systems, when
possible from the Help Desk
- Prepare Service management KPI reports
- Other duties as required
Requirements (Must have):
General competencies and skills:
- Capability of integration in an international/multicultural environment, rapid selfstarting
capability and experience in team working
- Good communication skills to communicate effectively with all levels of users
- High level of service orientation
- Good knowledge of both written and spoken English
Required proficiency in Information technologies:
- IT Service Management ITIL foundation knowledge
- Knowledge of PC, laptop, printer as well as mobile devices
- Good knowledge of operating systems (Microsoft)
- Good knowledge of office applications (Microsoft Office family)
Nice to have:
- IT Service Management ITIL foundation certification desirable
- Project Management Certification desirable
Environment/Miscellaneous:
This is a long term project (over all 4 years). In exceptional cases, project-related operations in other locations are neccessary.
Beginn: 01.08.2013
Dauer: open end (max. 4 years)
Branche: Sonstige