Service Desk Analyst (German)

Job Description: Service Desk Analyst (German)

Job Type: 6-12 months / Onsite

Language: German is a must

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:

1. Owning overall responsibility for Incident and Service Request process handling on the Service Desk
2. Liaise with the Service Manager
3. Help with the development and issuance of Service Desk Operational Reports
4. Liaise with the designated Change lead as requested
5. Logging and triaging the incidents in ITSM for all end-user related incidents, service requests, problems, etc.
6. Triage the tickets to respective Workplace Services, Applications Services Team, and the Infrastructure Operations Team members based on the ticket severity and priority
7. Track the incidents/service requests/problem and Change tickets to ensure resolution within SLA, escalate unresolved incidents/problems/Service/Change requests as per the escalation mechanism
8. Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles
9. Attend voice calls
10. Good Documentation skills on the technical, process, ticket status, and other relevant updates suggested by the Quality Lead on the ticket
11. Use Remote Desktop to assist the end users as required
12. Good Knowledge on O365 products
13. Monitor the Incident Management queue, assigning/reassigning and follow up of tickets as per standard procedure
14. Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
15. Basic level troubleshooting of issues like desktop application and access, network, printer, Active Directory, O365, and email related issues
16. Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident
17. Proactive problem management is an added advantage
18. Good Knowledge and proven skills in Vendor Management
19. Good Knowledge of any ITSM tool

Soft Skills:

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

Certifications:

Candidate to be ITIL certified

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