Beschreibung
Currently we are searching four candidates who are able to cover the following position:Basic Parameters:
01.03.2014 use during the transition - 24 months (option to extend)
01.04.2014 start of regular operation
Full-time (40 hours/week)
Tasks:
Tool Service Now IT4U
follow and create Knowledge Base articels
1st Level Support WIN, Office, SAP, DELL, Lenovo, other major brands
answers calls
record, track, monitor service requests and incidents in ITSM Tool
resolve incoming calls
Remote User administration if needed
analysis of causes and working out measures to improve operational safety of the systems
feed knowledge database with articles
accurate Communication to users (oral and written)
coordinate and manage the assignments of technicians at the locations outside the head office (On-Site Support).
escalate tickets to appropriate 2nd level EH IT teams to solve issues as quick as possible
adherence to and controlling of the Service Level Agreements
support of problem management in case of network or end-user IT equipment failures, if required
working together with all EH Service Desk Teams located in other countries
inform and communicate on Production Incidents and planned Changes to all EH DACH user in a appropriate way (Orthographie) with respect to the EH SLAs
Must-Have Skills:
German and English
Nice-to-Have:
Document language - English
Your GECO contact person is looking forward to your feedback:
Erik Pfaffenroth
Telefon:
If you are interested in this position, I am looking forward to receive your current CV incl. your availability.
Start: 01.03.2014
Dauer: 01.03.2016
Art: Festanstellung