Service Desk Analyst

Role: Service Desk Analyst (German)

Location: Hannover

Is it Permanent / Contract: 6-12 months.

Is it Onsite/Remote/Hybrid: Onsite

Language: German is must

Job Description:

Primary Skills

• Graduate with Minimum 3+ years of experience in service Desk
• Excellent communication and conversation skills in English with a Versant Score of 70
• Good Knowledge of Incident, Change and Problem Management
• Manage Service Desk activities, including:
• Owning overall responsibility for Incident and Service Request process handling on the Service Desk
• Liaise with the Service Manager
• Help with the development and issuance of Service Desk Operational Reports
• Liaise with the designated Change lead as requested
• Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
• Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
• Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism
• Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
• Attend voice calls
• Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
• Use Remote Desktop to assist the end users as required.
• Good Knowledge on O365 products.
• Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure
• Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
• Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
• Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
• Proactive problem management is an added advantage.
• Good Knowledge and proven skills in Vendor Management
• Good Knowledge of any ITSM tool

Soft Skills

• Should possess excellent customer handling skills
• Ability to handle unforeseen situations
• High level of acceptance and understanding in dealing with end users and situations

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