Beschreibung
For our end client in Munich we are looking for an Incident Management Analyst with Desktop Support.
Start:
End: , option to extend.
Loctation: Munich
Hourly rate: €35,- MAX
Deliverables:
Dealing with day to day bookings for moves, database administration and reporting via excel.
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
- 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 outside working hours and at weekends
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.
Interested? Get in touch! Please send us your ENGLISH CV including a short motivation for this position.