Beschreibung
For my client, an international intergovernmental agency I am currently looking for an Incident Management Analyst with Desktop Support.
- Number of contractors: 1
- Time scale of work: 6 months+
- Location of work: Munich
JOB DESCRIPTION:
Incident Management Analyst with Desktop Support - Munich
Background
Incident Management Analyst (with Desktop Support) for 1 Level support Department- Munich
The Information Management (IM) department of my client has 800 staff working on IT and information processing, with a professional and proactive focus on supporting the various business processes. Its services relate to an extremely large collection of documentation (60 million documents) with a range of powerful search engines and document-retrieval systems. My client's technical environment is characterised by an extensive network (LAN, WAN and Internet), 270 TB of data storage capacity, a three tier-based application architecture and user workstations.
The Operational User Support directorate acts as the interface between IM and the user community. The services provided include the Service Desk, Desktop Services, Incident, Problem and Change Management and Local Site Services for Vienna and Berlin. Desktop Services is within the Directorate Operational User 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 Dell's invoicing for special task changes
Check Dell's 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 (client- wide)
- preparation of PTHW mobile phones (MN only)
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 eg open days
Supporting PC installations in training rooms and maintaining training room PCs for all Munich sites
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 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.