IT ICT Service Desk Mitarbeiter (m/w)

[Anonym]

Randstad Deutschland in Marsberg – Beringhausen
Our customer is a global market and technology leader in engineered joining technologies. They manufacture and sell a wide range of innovative high quality solutions in three product categories (clamp, connect and fluid) to a diverse customer base around the world.

Headquartered in Maintal, they operate a global network of 19 manufacturing and distribution facilities as well as 11 sales and distribution sites across Europe, the Americas and Asia Pacific.

We are looking for a permanent Placement in Marsberg for following position:

ICT Service Desk Employee, Marsberg

Principal Activities:

Providing support for incidents in the infrastructure, workstations and
applications/systems areas.
Reacting professionally and quickly for incidents according procedures
and ITIL best practice, execute investigation & diagnosis, restoring , performing service requests, monitoring the status and progress towards resolution of assigned incident. Cooperation with users, IT departments in different Group location, cooperation with the Group external service’s suppliers.

Service Desk Analyst daily tasks:

• Create and managing the incident tickets after proper problem/incident validation.
• Categorize incidents acc. Norma Categories tree
• Prioritize incidents acc. Norma Group priority values
• Execute an initial diagnosis and finding the causes for the incidents
• Resolve the incidents and restore services acc. Service Desk procedures
• Functional and Hierarchical escalation
• Identify must-do requests for changes
• Route the incident tickets to correct support groups (2nd Level Support)
• Ensure that the incident tickets are updated on regular basis.
• Contact end users for service recovery confirmation
• Manage communication with end users
• Close the incident tickets
• Execute service requests
• Gather and prepare knowledge base articles
• Support continuous improvement program

Requirements:

• Preferred higher ICT education plus experience in similar position
• Required fluent English knowledge, knowledge of German is well seen
• ITIL Foundation knowledge
• Englisch

Falls Sie Interesse an einer Tätigkeit im IT Bereich haben, dann freuen wir uns über Ihre Bewerbungsunterlagen. Senden Sie diese bitte an Herrn Tom Sander (tom.sander@randstad.de).

Wir freuen uns darauf Sie kennen zu lernen. Good to know you!
Randstad Deutschland
P2 12
68161 Mannheim

T +49 621 1206942
tom.sander@randstad.de
http://www.randstad.de

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[Autor]

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