SERVICE DESK ANALYST

TESISQUARE(r) is looking for a Service Desk Analyst to expand our German support team. The resource will have to follow the requirements:

• 2-3 years of support experience (preferably in SW Solution for the Digital Supply chain)
• Strong analytical and quantitative skills, proficient with Microsoft / Google Office suite (Word, Excel, Outlook, G-Mail, etc.), Dashboards are a plus
• Experience with programming or scripting languages, such as Java, C#, SQL and .net, Cold Fusion, Adobe
• Experience with cloud platforms, such as Azure or AWS and others
• Effective organizational, analytical, time management, and documentation skills and a very high degree of attention to detail
• Excellent verbal and written communication skills in English (minimum B2)
• Knowledge of German (minimum B2)
• Ability to work and interact effectively with a diverse workforce, vendors and end-user community
• Excellent customer service and conflict resolution skills
• Experience with IT service management / ticketing systems
• ITIL Certification 3 or 4, not mandatory but a plus

Objectives and Responsibilities:

• Ability to process 2nd and 3rd-level support tickets in a timely manner
• Address support tickets in accordance with the department's SLA
• Maintain up-to-date documentation of the internal knowledge base and end-user support guides
• Monitor and manage various applications, systems, interfaces, and databases
• Create, manage, and suggest solutions to client-facing applications, client guides, and internal documentation
• Participate and contribute to various project and client / partner status meetings to discuss project performance including ticket status, problem identification, and deployments
• Transition of support for customers from the project phase to live support

Location: rather in Germany, prefer in near Chemnitz