ICT Helpdesk Support

REFERENCE NO .: 917026NC
ROLE: ICT HELPDESK SUPPORT JUNIOR
LOCATION: OSTERMUNDIGEN, BERN AND REGION, SWITZERLAND
WORKLOAD: 100%
START DATE: ASAP
DURATION: 7 MONTHS +

JOB DESCRIPTION:
SUMMARY:
. Ensure high satisfaction of the system users by consultation, support and clarification of questions and fault report as part of the rollouts of Windows 10 and the changeover to Office 2016 & 365.
* Receiving inquiries and fault reports in connection with the rollout of Windows 10 and Office 2016qualified first-instance correction of simple faults;

RESPONSIBILITIES:
. Management of fault reports and service inquiries.
Receiving fault reports, questions and requests for changes to the system users in connection with the rollout of Windows 10 and Office 2016 & 365
o Pre-analysing fault reports and service requests, answering to standard questions and troubleshooting (Remote Support) for Windows 10 and Office 2016 & 365 based on documented solutions (first-level support) or assignment to appropriate location (2nd/3rd level support)
Collect, classify, prioritize and allocate tickets of the required quality. Assign of the incident to major incidents or master tickets. Information of system users about the status of the tickets. Close the tickets as soon as the process is completed
o Implementation of installation and configuration specifications (directory structure, menu system that user interface, data backup and recovery)
* Consulting and procurement
o Advise the user on user questions about Windows 10 and Office 2016 & 365
* Document
o Complete documentation of the tickets
o Maintenance of the "Knowledge Management" Database
* Competences (authority and responsibility)
o Finding direct solution of the problem-(tickets) if possible
o Creation and escalation of tickets accor ding to predefined criteria
o Requesting missing information at downstream 2nd and 3rd level instances
o Incident Owner (Ticket Owner): Responsible for creating, assigning, prioritizing, to document and to close the tickets
o level-appropriate escalation to superiors in case of problems with service provision from the provider
o compliance with the security and confidentiality requirements and implementation of the policies

REQUIRED SKILLS:
* First practical experience in the service desk environment
* High user and service orientation in the support environment
* Very good communication in speech and writing (expressiveness/comprehensibility)
* High affinity in dealing with ICT work equipment, in particular at least user experience with Windows 10 and Office 2016 & 365 (support experience on these topics is an advantage)
* Flexibility with regard to changes in tasks and readiness for continuous training in the task area.
* Independent, self-responsible and team-oriented way of working

NICE TO HAVE:
* Microsoft Certificates in Windows 10 on MCSA/Office on MCAS level are an advantage
* Experience in previous Windows 10/Office 2016hence we well understand what it means to be professionally supported in your search for a new project and being employed.

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