Full-Time IT Service Desk Analyst (German speaking)

Main tasks, roles and responsibilities:

• Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.).
• Troubleshoot technical issues following internal knowledge documentation.
• Provide support for high-impact issues reported by end-users and junior analysts.
• Collaborate to resolve high-impact issues including documentation and follow-up until resolution.
• Create new and update existing Tickets, ensuring open tickets are consistently kept up-to-date.
• Perform day-to-day activities to meet KPIs and SLAs.
• Report any performance issues related to the tools used in daily work.
• Escalate tickets based on knowledge base and process guidelines.
• Support and train junior 1st-level agents, in cooperation with Knowledge Management.
• Coordinate internal and external resources as part of critical incident management.
• Coordinate month-end cleanup of aged tickets.
• Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution.
• Assist the Team Leader/Manager in creating weekly and monthly reports.

Education

• High school diploma
• ITIL v3 or v4 Certification is an advantage

Work experiences:

• 2 years experience of Customer Support or Service Desk position
• Experience with other IT Service Management processes is an advantage
• Experience in IT Operations is an advantage

Required Skills and Competencies

• Interest in technology and good computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help
• Experience in virtual teams in multinational organizations
• Eager to learn and improve, motivated and able to adapt to changes with ease
• Excellent interpersonal and communication skills
• Good analytical and problem-solving skills
• Ability to make decisions for predefined topics
• Ability to work independently, but seek guidance as and when necessary
• Detail-oriented with a commitment to maintain accurate records and documentation
• Fluent in English and German (B2)

What is the last date for applying to the job?

Which countries are accepted for this remote job?