Umanova is a Swiss professional services company with an innovative and future-oriented approach to consulting providing outstanding conditions.
For our international customer's outlet in Baierbrunn (Munich), Germany we are looking to hire an experienced IT Service Desk Analyst.
Main responsibilities:
* Involved in Incident, Problem and Service Request Management.
* Provide physical IMAC support for multiple hardware.
* Log requestor incidents received by phone, email or other communication channel
* Provide workarounds and solutions based on Service Level Objectives.
* In the case of Problem Management, report/escalate issue to the Service Desk Coordinator/Manager.
* Propose or recommend IM&T Services modifications to the Service Desk manager/coordinator to reduce user impact.
* Participate to IM&T Service testing, deployment and stabilization.
* Maintain and stays current with evolving Information technology.
* Contribute in all aspects of Continuous improvement
Technical skills :
* Strong knowledge of Microsoft based operating systems
* General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
* Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
* Basic Knowledge in SAP system (account, print)
* ITIL qualification is preferable but not essential.
* Knowledge about business processes.
Communication:
* Update and acknowledge tickets logged by requesters and communicate about resolution progress.
* Provide basics end-user training or instruction on workplace services.
* Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
* Share support knowledge with peers in the same team and maintain associated documentation
* Escalate significant issues or outages to the management
* Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Education / Primary Qualification:
* Diploma: Required university degree in IT related degree.
* Certification/Training in the assigned area will be an added advantage.
* Languages: Fluent in German & English. Additional language is a plus.
* Professional experience: Minimum 2 years of experience in domain of expertise
Required competencies:
* Customer Focus
* Functional/Technical Skills
* Informing
* Listening
* Problem Solving
* Peer relationships
We are looking forward to your application. For further information please contact
marijana.elenova at umanova.com.