IT Service Desk Agent (German Speaker)- SAP Citywest, Dublin,

Location
Dublin, Leinster (IE)
Salary
24,400 euro per year
Posted
23 Jun 2017
Closes
21 Jul 2017
Sector
IT
Job Type
Contract
Hours
Full-time

As an IT Service Desk Agent, you will act as the first point of contact for all
internal SAP employees for infrastructure based issues. Using our phone
and ticket system, you will ensure the IT Incidents are resolved and
Services Requests are fulfilled within a given SLA. This is carried out
in process driven environment by utilizing our Knowledge Base and
collaborating with 2nd and 3rd level teams on a regional and global basis.


EXPECTATIONS AND TASKS

  •  Fully qualify all incoming IT calls, chats and support tickets in
  • adherence to the agreed SLA
  •  Apply solutions, workarounds, patches and fixes as defined in our
  • Knowledge Base
  • Effective dispatch to the correct organization and resolver group
  • Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
  • Highlight all potential major incidents and problems to the respective service and problem managers
  • Ensure compliance with all security standards and policies

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • 3rd Level Qualification – Cert, Diploma, Degree in IT related
  • discipline
  • ITIL process knowledge would be a benefit
  • Customer Focus
  • Quality Focus
  • Teamwork
  • Problem solving
  • Multitasking

WORK EXPERIENCE

  • 6 – 12 months experience in an IT support center or related
  • support environment,
  • Strong Knowledge of Outlook email connectivity
  • Password administration
  • RSA securID hard token and soft token administration
  • Networking - VPN, Proxies, LAN and WLAN, Direct Access.
  • Mobility - iPhone, iPad, Android and Exchange Active Sync

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