German Speaking Service Desk Technician

We are looking for a German Speaking Service Desk Technician for an international company in Gothenburg. Start ASAP, 6 months contract to begin with.

Purpose Of Position
The Service Desk Technician is responsible for delivering 1st contact support to the global organization from the GBS organization. The areas of support include, but are not limited to, IT infrastructure and application support as well as GBS-related Finance and HR support.

Key Accountabilities:
Responsible for delivering 1st contact support at the GBS Service Desk
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 German, spoken and written
Fluent in English, spoken and written


This is a full-time consultant position through Incluso in Gothenburg, 6 months contract to begin with, possibility for extension after that. Start ASAP!

Please submit your CV and cover letter as soon as possible since we will review the applications on an on-going basis.

For more information about this role, please contact Marianne Nilsson, recruiter at Incluso.

Please note that for this role we can only consider candidates already in possession of a valid Swedish work permit.