IT Service Desk Analyst

Umanova SA; Baierbrunn; Vor Ort; EUR 45.000 - 55.000; Vollzeit

Zusammenfassung

A professional services company in Baierbrunn is seeking an experienced IT Service Desk Analyst. In this role, you will handle Incident, Problem, and Service Request Management while providing support for various hardware. The ideal candidate should have a university degree in an IT-related field, fluent German and English skills, and at least 2 years of experience in the domain. This position offers a collaborative work environment with a focus on continuous improvement.

Qualifikationen

• Fluent in German & English; additional language is a plus.
• Minimum 2 years of experience in domain of expertise.

Aufgaben

• Involved in Incident, Problem and Service Request Management.
• Provide physical IMAC support for multiple hardware.
• Log incidents received by phone, email or other communication channel.
• Propose or recommend IM&T Services modifications to reduce user impact.
• Maintain and stay current with evolving Information technology.

Kenntnisse

Strong knowledge of Microsoft based operating systems

General knowledge of IT infrastructure (LAN, WAN, Windows servers, Active Directory)

Good knowledge of informatics hardware (PC, Printer, scanner, smartphones)

Basic knowledge in SAP system

ITIL qualification

Knowledge about business processes

Ausbildung

Required university degree in IT related field

Certification / Training in the assigned area

Jobbeschreibung

Umanova is a Swiss professional services company with an innovative and future-oriented approach to consulting providing outstanding conditions.

For our international customer's outlet in Baierbrunn (Munich), Germany we are looking to hire an experienced IT Service Desk Analyst.

Main Responsibilities

• Involved in Incident, Problem and Service Request Management.
• Provide physical IMAC support for multiple hardware.
• Log requestor incidents received by phone, email or other communication channel.
• Provide workarounds and solutions based on Service Level Objectives.
• In the case of Problem Management, report / elevate issue to the Service Desk Coordinator / Manager.
• Propose or recommend IM&T Services modifications to the Service Desk manager / coordinator to reduce user impact.
• Participate to IM&T Service testing, deployment and stabilization.
• Maintain and stays current with evolving Information technology.
• Contribute in all aspects of Continuous improvement.

Technical Skills

• Strong knowledge of Microsoft based operating systems.
• General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory.
• Good knowledge of informatics hardware (PC, Printer, scanner, smartphones, etc.).
• Basic knowledge in SAP system (account, print).
• ITIL qualification is preferable but not essential.
• Knowledge about business processes.

Communication

• Update and acknowledge tickets logged by requesters and communicate about resolution progress.
• Provide basics end-user training or instruction on workplace services.
• Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
• Share support knowledge with peers in the same team and maintain associated documentation.
• Escalate significant issues or outages to the management.
• Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Education / Primary Qualification

• Diploma: Required university degree in IT related field.
• Certification / Training in the assigned area will be an added advantage.
• Languages: Fluent in German & English. Additional language is a plus.
• Professional experience: Minimum 2 years of experience in domain of expertise.

Required Competencies

• Customer Focus
• Functional / Technical Skills
• Informing
• Listening
• Problem Solving
• Peer relationships

We are looking forward to your application. For further information please contact

marijana.elenova at umanova.com.