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Mission of the Service Desk Analyst

The candidate will be joining a team of 3 members to perform IT Service Desk activities for our customer.

Duties

  • Register in the internal trouble ticketing tools the requests received from the end-users (verbal, by phone or via e-mail)
  • 1st level troubleshooting
  • 2nd level troubleshooting and incidents/requests handling
  • Ticket management complying with the contractual SLA
  • Follow the escalation process
  • Correct management and assignation of requests to others support groups (internal or external)
  • IT Systems monitoring and alarm reporting
  • Hardware installation and maintenance

Place

  • Karlsruhe, Germany

Language skills

  • English (High standard of spoken and written) – B2/C1
  • German –A2/B1
  • Any other European language is a plus

Starting date

  • September/October

Requested skills

  • No experience in a similar role needed
  • Good expertise on IT environment (Microsoft OS, Linux, Microsoft Office Suite, Active Directory, Remote Desktop Tools)
  • Computer architecture knowledge
  • Basic networking skills
  • Team working spirit
  • Good manners and customer relation skills are mandatory
  • Ability to work under pressure
  • Ability to quickly assimilate complex procedures and information
  • Punctuality and reliability
  • Clean criminal record
  • ITIL Foundation certificate or any other additional IT certifications are preferred

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