Responsibilities
- 1st and in some cases 2nd level support within an international Global Service Desk
- Receiving and processing incident reports and inquiries primarily via telephone and e-mail
- Documentation of open incidents and requests
- Preliminary analysis of incidents
- Resolve simple incidents remotely
- Forwarding incidents and initiating the necessary escalation procedures
- Monitoring open incidents and requests
- Willingness to work in shifts and on holidays
Requirements
- Several years of experience in 1st level support, either in an IT Service Desk or ICT
- Sound knowledge of Microsoft technologies (Windows 10, Microsoft Office 2016, Sharepoint)
- ITIL 4 Foundation
- Very good knowledge of English
Nice to have
- Experience in 2nd level support
- Experience in a bank or in financial services
Personality
- Good analytical, communication and coordination skills
- Team player and service-oriented personality
- Willingness to learn
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