Service Desk Agent - Berlin, Deutschland - Total IT Global

Total IT Global
Total IT Global
Geprüftes Unternehmen
Berlin, Deutschland

vor 3 Wochen

Lena Wagner

Geschrieben von:

Lena Wagner

beBee Recruiter
Beschreibung
IT Support relating to technical issues involving Applications, operating systems and hardware.

  • Issue or manage ticket as Level
  • Basic technical support at the server, storage, network level
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems
  • Provides customer service through actively listening, showing empathy and attention to detail. Proactively, follows up on problems. Anticipates customer concerns.
  • Analyses and identifies hardware, software, procedural and/or communication problems.
  • Communicates technical resolutions clearly, concisely and precisely verbally and in writing.
  • Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.
  • Adheres to department and company policies, procedures, and expectations particularly service level objectives.
  • Works with employees within and outside the department to ensure the resolution
  • Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.
  • Provides troubleshooting and support.
  • Analyses customer needs to determine functional and crossfunctional requirements.
  • Maintains current knowledge of relevant technologies as assigned.
  • Participates in special projects as required.
  • When applicable, provides suggestions for process and procedure improvement.
  • Incident management: Monitors, tracks the incidents and requests to ensure they are closed in time
  • SLA Management: Keeps tracks of SLA's and ensures that agreed SLA's are met.
  • Escalation management
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Experience in ITIL tools like Service Now, BMC Remedy etc is must

Job Type:
Contract

Contract length: 6 months


Salary: 120,00€ - 150,00€ per day


Experience:

Service Desk: 2 years (preferred)


Language:


  • C1 Level of German (preferred)
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