IT Service Desk Agent (m/f)

Nash direct GmbH supports companies in the recruitment, sourcing and management of the highly skilled IT and engineering talent they need to succeed in an increasingly technology-driven world. We offer our clients flexible sourcing solutions to overcome their immediate staffing needs and our candidates access to interesting and challenging technology roles throughout Germany.

For our client, a leading European commercial bank in Frankfurt, we are currently hiring an IT Service Desk Agent (m/f).

Tasks:
- Investigate, resolve and/or escalate of all incidents reported to the Service Desk.
- Assist users on the use of basic features of office automation software.
- Make an initial assessment of the Incident or the Service Request and attempt to resolvewithout reference to 2nd and 3rd line support using existing documented standard procedures.
- Perform Service Desk tasks and Welcome Centre tasks, such as: - Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end-user issues and Raising incident and service request tickets.
- Provide hands-on support to people visiting the welcome centres.
- Maintain and update the knowledge database and wikis.
- Support projects in their handover to operations.
- Perform asset reconciliation tasks.
- Perform standardised identity management tasks, such as: Account unlock and password reset and Token and smartcard provisioning and hand-out.

Technical competencies:

- Working experience with the Windows family desktop OS environment and features

in particular with Windows 7 for providing 1st line support for addressing
common issues.
- Working experience with typical peripheral devices in the end-user office environment

such as printers, for providing 1st line support for addressing common issues.
- Working experience with providing end-user support (10+ years), in particular by means of remote access.
- Working experience with identifying and solving common issues in the end-user office

environment such as: Identity and access management, Network connectivity (wired and wireless) and Internet Browser configuration.
- Working experience providing basic functional support to end-users for the products

from the Microsoft Office suite such as Outlook, Word and Excel
- Proven working experience with the configuration and troubleshooting of encryption tools e.g. PGP, S/MIME, Bitlocker, smartcards, including the use of certificates (3+ years).
- Working experience with providing 1st line support for remote access and teleworking

solutions based on Citrix and VPN solution including strong authentication mechanisms such
as one-time tokens
- A good command of English with proven drafting ability.
- A good understanding of Information Technology in general including backend environments.
- Proven working experience in an ITIL environment implementing processes for Incident Management and Service Request Fulfilment

Duration: 24 months with an option to extend, Contract with Nash direct
Location: Frankfurt a.M.

If you are interested in this vacancy, we would be pleased to receive your current CV in English, your availability and your expected salary.

Katarina Buljovcic
Senior Candidate Relationship Manager
Nash direct

[email protected]

+49 711 20705444
+49 15146109894
+49 711 2070521
www.nashdirect.de

Tbinger Str. 26, D-70178, Stuttgart, Germany