Service Desk Support

le contenu du travail

German is Mandatory

Job Description

· Responsibilities :-Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) Troubleshoot client software and basic network connectivity problems Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Provide all required documentation including standards, configurations and diagrams Technical Requirements :- Phone support experience necessary. Disciplined, systematic problem-solving skills required. ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio, VPN and remote dial-in users Support for laptop, desktops, and printers Soft Skills :-Need B2 (English) & C1 (German) & Multilingual. Good documentation skills & Good working knowledge of MS OFFICE (Including MS Project and Visio) Should have a great customer handling skills Able to handle unforeseen situations High level of acceptance.

· Other Skills / Experience : Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. Customer Focus,Teamwork, Technical Expertise, Interpersonal Effectiveness, Concern for Order and Quality

· Experience :- Total 3-4 yrs of University education post High school (B.Sc. or Diploma) Relavant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,involving hardware, software and network

Job Types: Full-time, Contract