Desktop Support Engineer (m/w/d)

Ihre Tätigkeiten:

• Troubleshoot and undertake fault diagnosis on all allocated customer incidents (hardware, software and connectivity) and service requests and manage through to a successful resolution within agreed service levels (SLA).
• Where a ticket cannot be resolved, ensure it is escalated to the correct resolution group, with clear, concise and detailed information recorded on the ticket, to enable resolution within SLA
• Communicate directly with customers and end users to resolve issues and provide updates on progress, ensuring that a positive customer experience is always delivered
• Deliver IMAC and desk-side support services to the customer in line with agreed project timescales and service levels

Das gesuchte Profil:

• 1-3 years’ experience in onsite IT support for role holder to perform fully and effectively in role
• Good knowledge and experience in Microsoft Office software & Windows Operating Systems
• Previous experience with Service Management Tool – Service Now
• Expertise on EUC tools & remote support tools
• Awareness of the ITIL process of Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management.
• Strong communication skills (verbal, written and reading) in English to ensure tickets can be understood and responded to within agreed service levels

Bitte beachten Sie die folgenden Anforderungen:

• Selbstständiges Arbeiten
• Teamfähigkeit
• Zuverlässigkeit
• Motivation/Leistungsbereitschaft

Sprachanforderungen:

• Deutsch: Verhandlungssicher
• Englisch: Erweiterte Kenntnisse