Umanova is a Swiss professional services company with an innovative and future-oriented approach to consulting providing outstanding conditions.
For our international customer's outlet in Baierbrunn (Munich), Germany we are looking to hire an experienced IT Service Desk Analyst.
Main responsibilities:
- Involved in Incident, Problem and Service Request Management.
- Provide physical IMAC support for multiple hardware.
- Log requestor incidents received by phone, email or other communication channel
- Provide workarounds and solutions based on Service Level Objectives.
- In the case of Problem Management, report/escalate issue to the Service Desk Coordinator/Manager.
- Propose or recommend IM&T Services modifications to the Service Desk manager/coordinator to reduce user impact.
- Participate to IM&T Service testing, deployment and stabilization.
- Maintain and stays current with evolving Information technology.
- Contribute in all aspects of Continuous improvement
Technical skills :
- Strong knowledge of Microsoft based operating systems
- General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
- Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
- Basic Knowledge in SAP system (account, print)
- ITIL qualification is preferable but not essential.
- Knowledge about business processes.
Communication:
- Update and acknowledge tickets logged by requesters and communicate about resolution progress.
- Provide basics end-user training or instruction on workplace services.
- Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
- Share support knowledge with peers in the same team and maintain associated documentation
- Escalate significant issues or outages to the management
- Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Education / Primary Qualification:
- Diploma: Required university degree in IT related degree.
- Certification/Training in the assigned area will be an added advantage.
- Languages: Fluent in German & English. Additional language is a plus.
- Professional experience: Minimum 2 years of experience in domain of expertise
Required competencies:
- Customer Focus
- Functional/Technical Skills
- Informing
- Listening
- Problem Solving
- Peer relationships
We are looking forward to your application. For further information please contact
marijana.elenova at umanova.com.
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Last updated on Oct 7, 2024