IT SERVICE DESK AGENT (German)
Hosted by Manpower
Manpower have an exciting opportunity with our Client SAP!
(23-month contract role)
PURPOSE AND OBJECTIVES
As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure-based issues. Using our phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilising our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.
EXPECTATIONS AND TASKS
- Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
- Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
- Effective dispatch to the correct organisation and resolver group
- Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
- Highlight all potential major incidents and problems to the respective service and problem managers
- Ensure compliance with all security standards and policies
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline & ITIL process knowledge would be a benefit
- Customer Focus
- Quality Focus
- Teamwork
- Problem solving & Multitasking
- Proficient in German Language
WORK EXPERIENCE
- 6 - 12 months experience in an IT support centre or related support environment,
- Strong Knowledge of Outlook email connectivity
- Password administration
- RSA securID hard token and soft token administration
- Networking - VPN, Proxies, LAN and WLAN, Direct Access.
- Mobility - iPhone, iPad, Android and Exchange Active Sync