Technical Support - German Purpose of Role The Service Desk is responsible for providing first level support for approximately 2000 users in locations across Ireland, Germany and the UK. First Level support consists of responding to contacts from internal clients, managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery,...
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Permanent
GERMAN TECHNICAL SUPPORT
Negotiable
Technical Support – German
Purpose of Role
The Service Desk is responsible for providing first level support for approximately 2000 users in locations across Ireland, Germany and the UK. First Level support consists of responding to contacts from internal clients, managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, or assignment to 2nd level teams. The team is also accountable for administration of the knowledge base management system on behalf of IS.
This position requires working shift work, Monday to Friday, on a rotational basis.
Shifts are 7.5 hours in duration and are scheduled between the hours of 6:00am and 7pm and are rotated weekly. These hours may vary due to workload demands at a given time.
Duties & Responsibilities
* Perform incident management on support products and services.
* Contribute technical content and departmental procedures to the knowledge base.
* Maintain timely awareness of current initiatives, rollouts and changes to technical environments.
* Adhere to the Service Desk process and procedure guidelines during the incident lifecycle.
* Perform triage, resolve incidents and respond to queries on PC’s, laptops, terminals, printers, blackberry’s, shrink wrap and in-house applications, MS Outlook, Citrix, LAN, WAN and Global Network.
Selection Criteria
Essential:
* 2-3 years experience in a similar role.
* Excellent troubleshooting skills.
* Excellent customer service and interpersonal skills.
* Excellent written and oral communication skills.
* Ability to work within deadlines and to service level agreements.
* Fluency in German and English is essential
* Excellent working knowledge of Windows XP Workstation
* Good Networking skills and understanding of the concepts of a Network.
* Good working knowledge of supporting MS Outlook 2000 to 2007.
* Good working knowledge of basic PC architecture.
* Experience supporting Citrix systems a distinct advantage, but not essential.
* Knowledge of ITIL concepts or an ITIL qualification would be an advantage.
* Knowledge of Remedy 7.5 a distinct advantage.
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