IT Service Desk Analyst

Job Description

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 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.