Technical Service Desk Analyst | L1 - German
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Job ID: 46607
Description There is a common element that enables us to be so successful and regularly outperform our competitors: our Talent. The diverse skillsets and backgrounds define our organization and drive our outperformance. Attracting, inspiring, retaining and celebrating our best individuals remains the foundation of our success, as it has been from day one.What are the essential job responsibilities?:• Acting as the initial point of contact for phone calls, chat and emails from associates regarding IT issues and queries• Performing initial and some more complex troubleshooting with the aim to resolve at first call or escalate quickly and correctly• Utilizing all available methods to resolve incidents (phone, email, chat, remote control/assist software)• Strong support queue management discipline to ensure that all tickets are up to date and to help others if necessary• Taking ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely mannerSkills & Qualifications:• University degree and/or training requires such as degrees, courses or study, certifications• 2 years previous IT Service Desk and/or Call Center experience preferable but not essential• Basic User & Security Group Active Directory administration exposure (Account Unlock, Password Reset, Account Modification, Group Modification)• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 и Office 365• Experience with using and troubleshooting Outlook 2013/2016/O365 within a network environment• Excellent written and verbal command of German and English