Beschreibung
For our client in Munich we are urgently looking for a:
Incident Management Analyst with Desktop Support/1 Level support
Deliverables:
- Familiar with excel working independently to create lists of users via reporting for Incident Management
- Assistance with the provision and analyses of statistics for the Service Desk, (incidents and problems)
- Assistance in the preparation of monthly SLA compliancy reports
- Liaison with Application Management, Internal Services and other IM departments to support the service provision process (improvements via SLA Monitoring)
- Help set up meetings to help reduce the number of Desktop Services related and other incidents in the long term
- Make suggestions, by running reports and analysing trends
-Reporting on (Desktop) incidents
-SLA Reporting on (Desktop) IMACD
-SLA Reporting on (Desktop) Break/Fix - Dealing with Incidents and escalations that are raised by users and closing them checking against any agreements to avoid a reoccurrence
- Check invoicing for special task changes
- Check invoicing for one off buys
- Quality control of the asset management data
- Monitoring, processing and clarification of User requests for on-demand services
- Execution of special tasks entrusted by the line-manager
- Deputising for absent colleagues in the User Services group
- Documentation, administer parts of MDS babylon database
- Inventory
- Preparation for PTHW trainings:
- Mass creation of PTHW changes
- Preparation of PTHW mobile phones - Support Technicians in case of special changes/incidents
- Initiate orders from catalogue/purchase orders
- Assist with upgrades of hardware and support for all training rooms
- Support DS with mass changes creation in case of many virus notifications
Requirements/Special tasks:
- Support events
- Dealing with the expected increase in the number of escalations and incidents during the hardware rollout
- Support weekend moves with mass change creation and actually scanned hardware
- Support technicians with iET (problems and reports.)
- Ordering special equipment and consumables
- Floor-walking before and after office wide roll-outs.
Languages: English, German, French (nice to have)
Location: Munich
Timing From 22nd April 2013 until December 31st 2013
Michael Bailey International is acting as an Employment Business in relation to this vacancy.