Nivel cariera

Senior (5-10 ani), Middle (2-5 ani), Entry (0-2 ani)

Limbi vorbite

engleză, germană

Adresa/ adresele jobului

Timișoara


The IT Service Desk Specialist will provide first and second line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

 

Main Responsibilities:

  • Act as a single point of contact for phone calls, tickets from staff regarding IT issues and queries
  • 1st and 2nd line support - troubleshooting of IT related Incidents from in-house software to hardware, such as Laptops, PCs and Printers, mobile phones
  • Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
  • Handling of end user service requests from reception until closure
  • Escalate unresolved calls to the relevant Resolver Group
  • Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide stats for the weekly Service Desk report on call trends
  • Publishing support documentation to assist staff with requests for information
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Experience with Microsoft Exchange Server management
  • To arrange for external technical support where Incidents cannot be resolved in house
  • Maintaining an Asset Database and track changes
  • Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
  • Supports the Configuration Management process by updating CMDB based on incidents.
  • Support the Change Management process by controlling final execution of all Planned Changes to minimize service disruption
  • Report on relevant KPI’s in relationship to the agreed levels.

  

Requirements:

  • Excellent communication skills
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems and applications
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Analytical thinking and task performing
  • Excellent organisational skills
  • Experience with IT/CT/ICT operations and maintenance support is a plus
  • Experience with ITIL service management or other standard IT practices are considered a plus
  • Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites. Active Directory and SharePoint knowledge are considered a plus.

     

Language: Fluent English and German are required

Other:

  • Highly analytical and structured
  • Think across boundaries
  • Team player, highly organised and self-management