Service Desk Technician

Assignment description

The Service Desk Technician is part of a team that delivers 1st line IT support to a global Company.

Key Accountabilities

1st line IT Service Desk technician responsible for global incidents and requests.

Involved in the onboarding process, from account creation to handing out IT equipment.

Managing IT equipment through purchase requests and maintaining stock levels.

Responsible for taking ownership of and resolving assigned tickets.

Follow global policies, processes and procedures.

Proactively suggest new ways of working and improvements to increase efficiency and effectiveness.

Actively contribute to new knowledge base articles for the end user.

Keep end-users informed of the status of their tickets by following defined processes.

Deliver support within the defined SLAs.

Participate in different kinds of projects when needed.





Competencies

Excellent customer service focus, acting with a “Customer at heart” attitude, always acknowledging the user’s needs.

Be organised and structured in the way that you work.

Be proactive and understanding of business criticality.

Have excellent problem-solving skills.

Be flexible and have 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 and knowledge of the IT support processes

Skillset in troubleshooting Office 365

Knowledge and understanding of prioritising and escalating IT tickets

Knowledge of ServiceNow

Experience working within Active Directory

Fluent in English, spoken and written



Bonus:

Fluent in German, spoken and written

ITIL foundation v4 Certificate