Help Desk Expert (CR/052037/Kl) Munich, Germany
Help Desk Expert (2nd level support) urgently required for interesting contract in Munich, Germany
The Help Desk Expert (2nd level support) will be Responsible for the following:
- Manage all incoming related incidents from the customer which has been forwarded by 1st level Contact Center to 2nd level Center DE
- Analyze incident root cause & propose solutions in a customized Windows client environment
- Involve other down-streamed support units for solution design
- Process customer change requests
- Manage the communication with customer during incident processing
- Cross country collaboration with other Operating Centers
- Familiar with used support tools HP Service Manager and Remedy
The Help Desk Expert (2nd level support) will ideally have the following skills and expertise:
"• Deep knowledge of various IT Infrastructure technologies
o network components such as router, switch, WLAN access
o telephone infrastructure, such as Voice Gateways, analogue connectivity, etc.
o DICT equipment, such as pc, laptop, fax, screens, (multifunction) printers, peripherals
- Deep knowledge of various IT Software technologies
o Windows OS standard and administration tools and interfaces
o OS near application (e.g. driver, MS Office)
- several years of professional experience as Windows OS administrator in complex banking IT environments
- Assertiveness in dealing with customer support situations
- Ability to communicate with clients and to transfer complex IT context
- ITIL process know how and experience
- Familiar with used support tools HP Service Manager and Remedy
zur Vakanz
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