Service Desk Specialist

Stellenbeschreibung:

Your tasks:

User guidance and support (by video/chat/phone sessions or emails) regarding the use of premises information systems / ICT tools;
Categorize and prioritize incoming tickets and users’ requests, escalate where needed;
Follow-up of related incidents, of any user’s requests and bug reports;
Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base;
Conception and organization of user documentation for information systems and/or Service support procedures;
Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution;
Follow-up of service quality in the context of incident, problem and impediment management.

Requirements

University degree in IT or relevant discipline, combined with minimum 3 years of relevant working experience in IT;
Proven knowledge in end user assistance and support of information systems;
Good knowledge of ITIL;
Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana);
Knowledge of wiki, collaborative sites and social networks and office automation tools;
Work experience with SAP, and Oracle would be considered an asset;
ITIL foundation certification would be a strong asset;
Excellent command of the English language, good understanding of French would be an asset.

NOTE / HINWEIS: