Beschreibung
We are looking for an Incident Analyst (Service Desk) to work at our multinational client in Munich/Germany:
Deliverable Service:
- Familiar with excel to create lists of users via reporting for Incident Management
- Assistance with the provision and analyses of statistics for the Service Desk,
- Assistance in the preparation of monthly SLA compliancy reports
- Make suggestions, by running reports and analysing trends
- 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
- 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
Required skills
- Excellent communication skills in English both orally and in writing.
- Proven experience in working with people in a multinational, multicultural environment
- Strong knowledge of MS Office 2010
- Supporting PC installations in training rooms and maintaining training room PCs
- Helping with the day to day requests for office moves to Desktop Services.
- Dealing with the expected increase in the number of escalations and incidents
- Support technicians with problems and reports.
- Ordering special equipment and consumables
- Knowledge of ITIL
infeurope is a Luxembourg-based IT service provider, designing, developing and managing multilingual information and documentary systems in many application areas and business sectors. For more than 29 years we have delivered IT systems and solutions, and IT consultancy and staffing services, to our clients in Luxembourg and across Europe.