German Speaking Service Desk Technician

Assignment description

For our client we are looking for a Service Desk Technician.



Key Accountabilities

- Responsible for delivering 1st contact support.
- Ensure that the global policies, processes and procedures are followed.
- Proactively suggest new ways of working and improvements to increase efficiency and effectiveness.
- Actively participate in process improvement
- Actively participate in building and maintaining Knowledge base articles related to the end user support.
- Take ownership of the support tickets generated
- Adhere to the ways of working and procedures to ensure consistency and quality in the underlying data and information as well as timely and relevant communication with the end users.
- Keep end users informed of the status of all tickets at all times.
- Deliver support within the defined SLAs and take action whenever an SLA breach is imminent.
- Identify, suggest and provide end user training and knowledge.
- Participate in projects when needed.
- Work together with the other functions during a project transition to ensure quality in the production cut-over and early-life support.
- Participate in User Acceptance Tests when necessary




Key Decisions

- Proactively escalate needed changes in the support processes to increase efficiency, quality and end user satisfaction.
- Determine whenever a Knowledge gaps occurs and work towards getting the necessary Knowledge base articles created.




Competencies

- Excellent customer service focus
- Act with a “Customer at heart” attitude, always acknowledging the user’s needs.
- Works in an organised and structure way
- Proactiveness and understanding of business criticality.
- Problem solving skills
- Flexible and a “can-do” attitude.
- Team player




Qualifications And Experience

- Minimum of a high school education or similar
- Minimum of 3 years of Service Desk first line experience
- Experience of working in and knowledge of IT support processes
- Skill in the Microsoft end-user environment
- Basic understanding of Microsoft service software and related operation server management tools
- Understanding of process automation through IT enabled solutions is a plus
- ITIL foundation v3 Certificate
- Fluent in English, spoken and written




Any Other Information

- Fluent in German, spoken and written
- Fluent in English, spoken and written