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IT Service Desk Support (1st Level)
Eingestellt von Harvey Nash IT Recruitment Switzerland
Gesuchte Skills: Support, Network
Projektbeschreibung
TASKS
- Central contact point for all IT services
- Accepting incidents and service requests from our application and infrastructure environment
- Consulting, supervising, instructing and assisting users with problems and inquiries about software and hardware
- Analysis of faults, including remote troubleshooting and on-site troubleshooting
- Documentation of service requests in the trouble ticket system, qualified forwarding of tickets to subsequent support units
- Proactive tracking, monitoring and control of tickets according to Service Level Agreements (SLA)
- Coordination and support of operational disturbances
- Life cycle management of the electronic workplace (evaluation, installation, maintenance, support)
- Support of the printer infrastructure (multifunction devices)
- Documentation of solution and process processes
- Regular on-night service, weekends and holidays (7x24h)
SKILLS REQUIRED
- Proven experience in direct user support is essential to be able to perform this responsible job with high autonomy
- Sound knowledge of the Microsoft system environment (Windows 8.1 and MS Office 2013, Outlook)
- Good knowledge in the field of hardware (notebook, desktop, peripherals, mobile device) and software
- Basic knowledge in the field of network/telecommunication
- Quick, comprehension, systematic and structured approach to keeping track of the broadest range of tasks at all times
- Very good team and communication skills
- Enjoy direct customer contact
- Reliability and winning appearance
- ITIL v3 certification is an advantage or experience with the processes of the service operation
- Central contact point for all IT services
- Accepting incidents and service requests from our application and infrastructure environment
- Consulting, supervising, instructing and assisting users with problems and inquiries about software and hardware
- Analysis of faults, including remote troubleshooting and on-site troubleshooting
- Documentation of service requests in the trouble ticket system, qualified forwarding of tickets to subsequent support units
- Proactive tracking, monitoring and control of tickets according to Service Level Agreements (SLA)
- Coordination and support of operational disturbances
- Life cycle management of the electronic workplace (evaluation, installation, maintenance, support)
- Support of the printer infrastructure (multifunction devices)
- Documentation of solution and process processes
- Regular on-night service, weekends and holidays (7x24h)
SKILLS REQUIRED
- Proven experience in direct user support is essential to be able to perform this responsible job with high autonomy
- Sound knowledge of the Microsoft system environment (Windows 8.1 and MS Office 2013, Outlook)
- Good knowledge in the field of hardware (notebook, desktop, peripherals, mobile device) and software
- Basic knowledge in the field of network/telecommunication
- Quick, comprehension, systematic and structured approach to keeping track of the broadest range of tasks at all times
- Very good team and communication skills
- Enjoy direct customer contact
- Reliability and winning appearance
- ITIL v3 certification is an advantage or experience with the processes of the service operation
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges