German IT Service Desk Support

Recruiter
SAP
Location
Dublin City Centre, Dublin
Salary
Up to EUR31000 per annum
Posted
23 Jul 2021
Closes
20 Aug 2021
Ref
BBBH3031
Contact
Sophie Walshe
Sector
IT
Job Type
Temporary
Hours
Full-time

IT SERVICE DESK AGENT (German)

Hosted by Manpower

Manpower have an exciting opportunity with our Client SAP!

(23-month contract role)

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. This is carried out in process driven environment by utilising 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 organisation 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
  • Proficient in German Language

WORK EXPERIENCE

  • 6 - 12 months experience in an IT support centre 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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