Service Desk Eng - German

Technical Support

Ref: 72Tuesday 21 May 2019

28 / 30K

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