Our client is a Global Services supplier of IT support services and is a transglobal organisation currently with Delivery Centres in Cork, Auckland and Foster City.
Duties & Responsibilities:
• Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
• Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password • Monitor and update call logging system, ensuring customers receive top level service
• Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user’s issue and resolve upon first contact, when possible. • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool. • Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password.
• Incident Management - ensure all tickets are resolved efficiently
• Monitor and update call logging system, ensuring customers receive top level service
• Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.
Knowledge, Experience and Skills:
• Fluency in German & English languages both written and oral is imperative
• 3rd level IT related degree desirable
• MCP and Microsoft software certification desirable
• Excellent communication skills with the ability to support clients remotely
• Experience in adhering to KPIs
• Excellent time management skills and ability to work under time pressure
Base understanding of Microsoft Active Directory
• Understanding of ITIL framework