Service Desk Analyst

Stellenbeschreibung:

Overview

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. The position involves supporting our end users with IT requests and issues, ensuring smooth IT operations, and collaborating with other IT teams to continuously improve the support services.

Responsibilities

Involved in Incident, Problem and Service Request Management.
Provide physical IMAC support for multiple hardware.
Log request 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/escalate 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 in IM&T Service testing, deployment and stabilization.
Maintain and stay 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 basic 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 to positively influence others and achieve customer satisfaction.

Education / Primary Qualification

Diploma: Required university degree in an 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 the domain of expertise.