Beschreibung
For my client based in Munich I am currently looking for 3 contractors for Project Support roles with a 1st line end user support function.
Background
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 Infrastructure and Operations directorate acts as the interface between IM and the user community via 1st level Support. The services provided include the Service Desk, Desktop Services, Incident, Problem Management and Local Site Services for Vienna and Berlin.My client is rolling out a number of projects resulting including new collaboration tools (Microsoft Lync and Microsoft Exchange), coupled with office 2010, some major IT changes including printing and in house software releases office wide
Deliverables
The service provided will assist the end users with the run part of my client's projects. It is expected that with the knowledge of Microsoft Office including Outlook, Lync and end user IT support skills such as printing, and database support we will be able to assist the end users. The support provided will be via telephone, at publicity kiosks where users can visit with any questions, via email and at the users desks as they log on immediately after the rollout. The support deliverable will extend to user visits at their desks in cases where they are unable to work and require immediate assistance. The service provided will mainly support the training needs of the end users but also includes some troubleshooting, in order to aid users with technical difficulties they may experience.
Key Tasks
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Floor-walking before and after office wide roll-outs.
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Call logging using a database and some reporting via excel.
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Represent IM to the users standing at an IT stand and working on shift
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Able to support independently end users at their desks, on the telephone, via email
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Able to sell the advantage of new products and services to the end user.
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Installation of printer drivers for users.
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Use the Incident Management System to deal with network and print related issues.
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Update the incident management system with details of actions taken.
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Liaise with other support groups to resolve incidents and ensure that escalation to other relevant support groups is taken if necessary.
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Update the Incident Management System with details of actions undertaken.
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Any other tasks as allocated by line manager.
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When required run training sessions with small user groups.
Other duties
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Liaise with Application Management, Internal Services and other IM departments to support
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The service provision process (improvements via SLA Monitoring)
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Help set up meetings to help reduce the number of incidents in the long term
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Make suggestions, by running reports and analysing trends
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Dealing with Incidents and escalations that are raised by users
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Monitoring, processing and clarification of User requests for on-demand services
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Execution of special tasks entrusted by the line-manager
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Deputising for absent colleagues in the 1st Level group
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Documentation, administering parts of Babylon database
Requirements/Special tasks
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Support events outside working hours and at weekends eg open day, user days etc
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Dealing with the expected increase in the number of escalations and incidents during busy periods
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Support weekend moves with mass change creation and actually scanned hardware support technicians with iET (problems and reports.)
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Ordering special equipment and consumables eg for special Ergonomic requirements
Skills and other requirements
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Confident in English both written and spoken, major advantage if French and German are also spoken
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Professional in documentation creation, presentation skills, communication and personal presentation, to all levels of staff and management.
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Excellent communication skills and customer Service skills, such as diplomacy, with a professional and friendly manner.
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Ability to learn and absorb quickly training manuals and the content of other training material within a very short time frame.
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Proven experience of project support activities within similar large and complex projects
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Experience with Word, Excel, and in iET preferably having trained users in IT.
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Excellent attention to detail
It would be an advantage to have:
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Experience with public service organizations
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Experience with multinational environments