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 talents 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, a leading European bank in Frankfurt, we are currently hiring an

IT Service Desk Agent (f/m)
Reference number: 324698
Starting date: 15th of April 2017
Length of the contract: 9 months

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

Your profile:
* 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
* Experience with providing end-user support, in particular by means of remote access, with identifying and solving common issues such as: Identity and access management (incl. smartcards and tokens); Network connectivity (wired and wireless) and Microsoft Office (Outlook, Word, Excel)
* Experience in an ITIL environment implementing processes for: Incident Management and Service Request Fulfilment
* Work in a shift system possible
* On-call duties possible
* A good command of English with proven drafting ability

We are 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.

Carmen Ponten
Candidate Relationship Manager
Nash direct GmbH
IT & Engineering Professionals
[email protected]
(0049) 89 839306 22
www.nashdirect.de
Leonrodstrasse 52, D-80636 München, Germany