Service Desk Agent Supporting the Win 7 Migration

For one of our Clients near Zurich we are looking for 3 months for a Service Desk Agent Supporting the Win 7 migration

- Excellent problem solving skills - Including recognizing previous issues raised
- The ability to explain problems and solutions clearly to non technical users
- The ability to priorities, work under pressure and meet deadlines
- Good organizational skills
- Good interpersonal and communication skills
- Knowledge of Windows 7 build
- Windows 7 troubleshooting
- Knowledge of E2E migration of users to Windows 7
- Knowledge of deployments & projects
- Use of a knowledge base (updating & using)
- Ideally have experience of using the Service Now Incident
- Management Call Logging system.
- Incident/Problem Management
- Ensuring the readiness of the team for the SW Migration & the support of this.
- Co-ordinate the operational readiness of the UK Service Desk
- Work with the client for the introduction of new services
- Work with the deployment tool team in order to support the deployments
- Develop & maintain formal procedures & process' to maintain
- standards & continuity according to industry best practice
- Acting as an escalation point and mentor for the UK GRCC team
- Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc
- Producing regional statistics and management reports
- Arranging staff training and awareness sessions
- Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
- Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
- Experience/Level 3+ years
- Language ( German and English)