IT Service Desk Agent (m/f)

Nash direct GmbH supports many of Germanys leading organisations to source, recruit and manage the highly skilled IT and engineering talent they need to succeed in an increasingly technology-driven world.
We offer our employees promising career prospects and access to interesting and challenging technology roles throughout Germany.
For our client in the banking sector in Frankfurt, we are currently hiring an IT Service Desk Agent (m/f).

Reference Number: 313954
Location: Frankfurt
Start date: 1.9.2016
Duration: 12 months with option to extend for another 12 months in a limited permanent position at Nash direct/Harvey Nash Group

Task description:
*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 resolve without 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; 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; token and smartcard provisioning and hand-out.
*Work in a shift system and On-Call duties possible

Your profile:
*A good command of English with proven drafting ability
*Proven working experience with the Windows family desktop OS environment and peripheral devices in the end-user office environment, in particular with Windows 7 for providing 1st line support for addressing common issues.
*Proven working experience with providing end-user support, in particular by means of remote access.
*Proven working experience with identifying and solving common issues in the end-user office environment such as: Identity and access management (incl. smartcards and tokens); Network connectivity (wired and wireless) and Microsoft Office (Outlook, Word, Excel).
*Proven working experience in an ITIL environment implementing processes for: Incident Management and Service Request Fulfilment
*A good understanding of Information Technology in general including backend environments would be an asset
*Proven working experience with the configuration and troubleshooting of encryption tools e.g. PGP, S/MIME, Bitlocker, smartcards, including the use of certificates would be an asset

Behavioural competencies
*Works harmoniously with others to get a job done; responds positively to instructions and procedures; shares critical information with everyone involved in a project; works effectively on projects that cross functional lines;
*Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
*Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.
*Responds to requests for IT service in a timely and thorough manner; does what is necessary to ensure customer satisfaction; prioritises customer needs; follows up to evaluate customer satisfaction.
*Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for flaws; tests new methods thoroughly; considers excellence a fundamental priority.
*Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.
*Listens and responds effectively to customer questions; resolves customer problems to the customers satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
*Ability to communicate information and ideas and willing to take action to address needs without being requested to do so.
*Efficient in ones use of time and works in a well-structured way.
*Ability to carry out several tasks simultaneously while maintaining high standards with all tasks.
By joining us, you will benefit from:
-a market-oriented remuneration package in line with your skills and experience
-generous social benefits such as holiday and Christmas pay
-a varied role with challenging tasks
-a support team dedicated to you and your career progression

Were proud to build our company around creative and talented people who value our companys culture, the diversity of our projects and the attractiveness of our clients.
Our market-oriented salaries as well as our transparent and dedicated approach with our clients and candidates lay the basis for a long-term partnership with our employees.

We look forward to receiving your application and are available to you at your convenience for any questions or queries you might have about this role, [email protected].