Service Desk Employee-English Speaker

Mission:

• Responsible of identifying recurring/similar incidents and forward the incident to problem management.
• Development of optimization proposals as well as implementation of derived measures.
• Analyze and clarify problems with internal and external partners (e.g. acting as contact persons and clarifying questions about incidents (IT service requests, IT disruptions and IT security incidents) or external service providers, etc.).
• Identifying and analyzing interference and threats from instruments (monitoring).
• Assist in the verification of authorization assignments/deletions and ensuring role-specific, authorized access to services (e.g. as part of identity and access management; 4 eye principle, etc.)
• Documenting the measures and maintenance of technical and process documentation according to predetermined guidelines.
• Advising users / IT staff in case of specific functional problems and security breaches
• Analysis of reports (e.g. log files, etc.)
• Instruct and advise first level supports in solving complex inquiries and in the use of the solution database.

Profile:

• Master's degree in computer science with 1-2 years of experience it the IT field.
• Experience in call center.
• Knowledge across IT technology (Hardware, network, OS,…)
• ITIL / IT Service Management knowledge.
• Fluent English skills.