Germany Job Openings

Umanova SA

IT Service Desk Desk Analyst

Baierbrunn

FULL TIME

October 7, 2024

Umanova is a Swiss professional services company with an innovative and future-oriented approach to consulting providing outstanding conditions.
For our international customer's outlet in Baierbrunn (Munich), Germany we are looking to hire an experienced IT Service Desk Desk Analyst.

Main responsibilities:
  • Involved in Incident, Problem and Service Request Management.
  • Provide physical IMAC support for multiple hardware.
  • Log requestor incidents received by phone, email or other communication channel
  • Provide workarounds and solutions based on Service Level Objectives.
  • In the case of Problem Management, report/escalate issue to the Service Desk Coordinator/Manager.
  • Propose or recommend IM&T Services modifications to the Service Desk manager/coordinator to reduce user impact.
  • Participate to IM&T Service testing, deployment and stabilization.
  • Maintain and stays current with evolving Information technology.
  • Contribute in all aspects of Continuous improvement


Technical skills :
  • Strong knowledge of Microsoft based operating systems
  • General knowledge of IT infrastructure : Lan, WAN, Windows servers, active directory
  • Good knowledge of informatics hardware (PC, Printer, scanner, smartphones etc..)
  • Basic Knowledge in SAP system (account, print)
  • ITIL qualification is preferable but not essential.
  • Knowledge about business processes.


Communication:
  • Update and acknowledge tickets logged by requesters and communicate about resolution progress.
  • Provide basics end-user training or instruction on workplace services.
  • Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives.
  • Share support knowledge with peers in the same team and maintain associated documentation
  • Escalate significant issues or outages to the management
  • Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.
Education / Primary Qualification:
  • Diploma: Required university degree in IT related degree.
  • Certification/Training in the assigned area will be an added advantage.
  • Languages: Fluent in German & English. Additional language is a plus.
  • Professional experience: Minimum 2 years of experience in domain of expertise
Required competencies:
  • Customer Focus
  • Functional/Technical Skills
  • Informing
  • Listening
  • Problem Solving
  • Peer relationships
We are looking forward to your application. For further information please contact
marijana.elenova at umanova.com.
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