Service Desk Agent
Our client is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. This company has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure, resilient, private, public or hybrid cloud. With strong technical and functional consulting services, and World Class Monitoring & Automation, they serve some of North America’s largest corporations across a diverse range of industries. Our klient has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.
Acceptance of customer inquiries (incidents, service and change requests) within the scope of 1st level support and documentation in the ticketing system.
Execution of pre-qualification and prioritization of tickets in the area of user administration AD, SAP, MS Office applications, Cisco VPN, telecommunications, general client/server support, how-to support.
Close cooperation and coordination with 2nd and 3rd level support.
Support of projects (technology, processes).
Creation of documentation, process descriptions, work aids and manuals.
Coordination within the internationally oriented team in the context of 7x24 support.
Extensive IT knowledge on a broad basis (e.g. client, networks, SAP, Windows) as well as experience in IT customer support.
IT affinity and enjoyment of gathering new information, constantly learning and familiarizing yourself with IT topics and applying this knowledge in your daily work.
Very good communication and social skills as well as a very good style of expression.
Distinct customer and service orientation coupled with a high service mindset.
Basic knowledge of IT service management according to ITIL standard and ITIL Foundation certification desirable.
Excellent German and very good written and spoken English skills, French skills are an advantage.