IT Service Desk Agent (German Speaker)- SAP Citywest, Dublin,
PURPOSE AND OBJECTIVES
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.
EXPECTATIONS AND TASKS
- Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
- Highlight all potential major incidents and problems
- Ensure compliance with all security standards and policies
EDUCATION AND WORK EXPERIENCE
- Cert, Diploma, Degree in IT related discipline
- English & German
- ITIL process knowledge would be a benefit
- RSA securID hard token and soft token administration
- Networking - VPN, Proxies, LAN and WLAN, Direct Access.
- Mobility - iPhone, iPad, Android and Exchange Active Sync.