IT Support (Level I / II)

EuroCollab GmbH; Frankfurt; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading company in Frankfurt is looking for a Help Desk Technician to provide exceptional support and troubleshooting for software and hardware issues. The ideal candidate will have extensive experience in client services and a strong focus on user satisfaction. Responsibilities include collaborating with IT staff, ensuring seamless operations, and driving efficiencies through process improvements. If you are skilled in customer service and have a knack for problem-solving, this role is for you!

Qualifikationen

• 4+ years of help desk technician / client services experience.
• 2-3+ years of experience with ServiceDesk Plus for ticket resolution.

Aufgaben

• Providing support and troubleshooting software and hardware problems.
• Ensuring an excellent user experience for our users.
• Delivering exemplary customer service to clients and end users.

Kenntnisse

Analytical Skills

Critical Thinking

Customer Service

Multitasking

Tools

MS Office

ServiceDesk Plus

LAN & WAN Technologies

Jobbeschreibung

Job Description

We are seeking a help desk technician with the following qualifications and responsibilities:

1. 4+ years of help desk technician / client services experience
2. 2-3+ years of experience with ServiceDesk Plus for ticket resolution
3. Providing support and troubleshooting software and hardware problems faced by users
4. Collaborating internally with IT staff members
5. Ensuring an excellent user experience for our users
6. Installing and configuring computer hardware, operating systems, and applications
7. Assisting users through face-to-face or remote communication to set up systems or resolve issues
8. Troubleshooting system and network problems, diagnosing and resolving hardware or software faults
9. Providing support documentation and relevant reports
10. Responding within agreed time limits to call-outs
11. Delivering exemplary customer service to clients and end users, ensuring seamless operations
12. Driving efficiencies through process improvements, training, and change management
13. Processing and validating invoices, tracking payments, managing invoice queries, maintaining records, and preparing reports
14. Applying strong analytical and critical thinking skills, with the ability to multitask and prioritize effectively
15. This role focuses on business-as-usual activities, not project work

Required Skills

• Proficient in MS Office applications, desktop/laptops (Windows/MAC), printers, WiFi, and network technologies
• Knowledge of LAN & WAN technologies
• Additional knowledge of Change Management processes