Service Desk Agent (m/f)

Beschreibung

For our client we are currently looking for a

Service Desk Agent (m/f)

General information
Reference: 85501
Location: GR Zurich
Start: 02.05.2016 or later
Volume: full-time 100%
Duration: 31.12.2016 ++
Languages: German and English, French (nice to have)

Your Skills
- Apprenticeship in IT or occupational ICT certificate or equivalent degree
- Additional education ITIL v2/v3, MCDST, MCSA, MCSE, etc.
- 3-5 years professional experience in 1st or 2nd Level Support
- Strong cosmopolitan attitude, customer oriented with excellent communication skills and “can do” mentality
- A high stress resistance and self-motivating team player with the ability to learn new Technology
- Extensive experience in Microsoft Windows 7 and Microsoft Office 2010
- Experience in Google app for business (Mail, Calendar, Chrome, Docs, Drive, Hangout, Sites etc.) and other application like Service Now, Citrix,
Oracle, Mobile Device Management (AirWatch, Google), RSA SecurID, Symantec management console
- Good Hardware skills in Lenovo, Apple iPhone/iPad, Samsung phone/tablet

Your Tasks
- Providing First Level IT Support via Telephone, Email, Remote tools and on-site
- First analysis of all customer requests and gathering of all necessary information
- Creating ticket in the Service Management tool in accordance with ISO 20`000 and ITIL guidance (User Incidents, Security Incidents, Application
Support, User Administration, Information Management, Order Management, Complaint Management)
- Forwarding incidents and service requests which cannot be resolved by the IT Service Desk to the responsible IT Team in line with the process
specifications
- Managing own tickets from beginning until closing with proper customer information flow
- Technically or hierarchically escalate incidents or service requests and doing their follow-up
- Creating of Knowledge Base entries
- Accomplishing of IT Introductions to the users
- Active participation in new and ongoing IT projects