IT Service Desk Analyst

Doncasters Group; Bochum; Vor Ort; EUR 45.000 - 55.000; Vollzeit

Zusammenfassung

A leading manufacturing company based in Bochum is seeking an experienced IT Service Desk Analyst. In this role, you will serve as the primary interface for users, ensuring smooth IT operations and providing first-line support. The ideal candidate will have relevant qualifications and experience in an IT support environment, with strong customer focus and excellent communication skills. The position offers an attractive pay package along with opportunities for personal and professional development.

Leistungen

Attractive pay package under a collective agreement

30 days' holiday and payment of 13.1 salaries

Opportunities for personal and professional development

Jobrad bike leasing

Hansefit membership

Qualifikationen

• Relevant professional qualification in a related field or significant professional experience is preferred.
• Evidence of a commitment to continuous professional development.
• Experience working within an IT service desk/IT Support environment.
• Strong documentation skills.

Aufgaben

• Provide effective first-line IT support as the main point of contact for customer issues.
• Monitor the online support ticketing system and respond promptly.
• Resolve tickets accurately and follow defined IT service practices.

Kenntnisse

Customer focus

ITIL Foundation Certification

Active Directory knowledge

Experience in IT service desk

Knowledge of computer hardware and software

Communication skills

Attention to detail

Ausbildung

Relevant professional qualification

Tools

Service Desk Plus

Jobbeschreibung

Are you an experienced IT Service Desk Analyst?Are you interested in becoming the first point of contact for IT support, ensuring smooth operations and exceptional service for users across the organisation?

At Doncasters we have an exciting opportunity for an IT Service Desk Analyst to join our team in Bochum.

Did you know that every time you take a flight, drive somewhere or every time you have electricity at the touch of a button, there’s a chance that Doncaster’s played a part in making that happen?

Doncasters is a leadinginternational manufacturer of specialist superalloys and high – precision alloy components made for the most demanding conditions with manufacturing facilities in Europe, USA Mexico, China and India.

At the Bochum site, Doncasters Precision Castings-Bochum GmbH manufactures rotor blades and guide vanes for aircraft enginesand stationary gas turbines using the investment casting process with approx. 570 employees. The Bochum production facility casts both polycrystalline and directional or single-crystal directionally solidified components.

Bochum is an accessible site that is easy to reach from anywhere in North Rhine-Westphalia.

What we can offer you:

• An attractive pay package under a collective agreement (tarifliche Vergütung) and comprehensive social benefits
• A 35-hour working week and 30 days' holiday, as well as payment of 13.1 salaries
• Excellent opportunities for personal and professional development
• An interesting and varied range of tasks
• A friendly and collegial working environment in an open-minded team
• Attractive benefits, including Jobrad bike leasing, Hansefit and much more
• Interesting challenges in an international corporate environment at our Bochum location in the heart of the Ruhr region

The Role

The focus of this role is on serving as the primary interface between users and IT services, ensuring efficient handling of incidents and requests. Key responsibilities include:

• Provide effective first-line IT support and act as a main point of contact for customer issues and queries.
• Monitor the online support ticketing system, responding and escalating before Service Levels are breached and providing assistance and guidance in a prompt, professional, and courteous manner.
• Resolve tickets accurately, fully, and in line with agreed procedures.
• Participate in the IT communications processes, ensuring customers are kept informed.
• Build and maintain effective relations with customers across the organisation.
• Follow defined IT service management practices to ensure agreed service levels are maintained.
• Provide first line support for common Microsoft Office 365 applications, including Exchange, Teams, and SharePoint.
• Engage with second- and third-line staff to troubleshoot problems across a range of desktop, virtual, and cloud-based applications.
• Work with the IT Operations team to contribute to best practice and identify opportunities for improvement.
• Produce documentation to increase the effectiveness and coverage of the knowledge base.

Assist in the production of Service packs at the direction of the Service Desk Lead and IT Service Manager.

Interested?

If you have any of the below skills, we would love to talk to you about your next career move:

• Relevant professional qualification in a related field or significant professional experience is preferred.
• Evidence of a commitment to continuous professional development.
• ITIL Foundation Certification an advantage.
• Experience working within an IT service desk/IT Support environment.
• Solid working knowledge of computer hardware and software.
• Some knowledge of mobile device support.
• Previous knowledge and experience of working with Active Directory and Exchange Online/On-Premise.
• Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
• Awareness and application of security policies in relation to incident and request fulfilment activities.
• Some knowledge of current cyber security best practice.
• Good experience of Service Desk systems, Service Desk Plus Ideally.
• Experience working with 3rd party software/solution providers.
• Effective written and verbal communication skills.
• Strong documentation skills.
• Self-motivated, proactive and keen attention to detail.

Doncasters Values:

We foster a winning mindset that enables everyone to be both safe and able to fulfil their potential. We strive for excellence, commitment, integrity and team work in the pursuit of our goals.

To Apply

Apply online or via E-Mail at [e-mail]

We’ll be in touch with you quickly after receiving your application.

Equal opportunities

Doncasters is committed to achieving workforce diversity and we pride ourselves on creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, national origin, race, age, gender, disability- physical or hidden, sexual orientation, veteran status, or religious belief. We provide a fully inclusive and accessible recruitment process. We encourage all applicants to reach out if they require any support or assistance to enable them to thrive throughout our recruitment process; we want to ensure that your beautiful mind makes industrious motion, Please contact [e-mail] .