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IT Support Specialist

vor 2 Monaten


Hannover, Niedersachsen, Deutschland Infinity Quest Vollzeit
Job Title: IT Service Desk Support Technician

Infinity Quest is seeking a highly skilled IT Service Desk Support Technician to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users, ensuring that their issues are resolved efficiently and effectively.

Key Responsibilities:
  • Manage Service Desk activities, including incident and service request process handling, liaison with the Service Manager, and development of Service Desk Operational Reports.
  • Log and triage incidents in ITSM, track tickets to ensure resolution within SLA, and escalate unresolved incidents as per the escalation mechanism.
  • Monitor the Incident Management queue, assign and reassign tickets, and follow up on standard procedure.
  • Execute service requests raised in the ticketing tool as per SOPs, and perform basic level troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email related issues.
  • Proactively manage problems, and possess good knowledge and proven skills in Vendor Management.
Requirements:
  • Graduate with a minimum of 3+ years of experience in service desk.
  • Excellent communication and conversation skills in English with a Versant Score of 70.
  • Good knowledge of Incident, Change, and Problem Management.
  • Good documentation skills on technical, process, ticket status, and other relevant updates.
  • Experience in executing service requests raised in the ticketing tool as per SOPs.
  • Basic level troubleshooting of desktop application and access, network, printer, Active Directory, O365, and email related issues.
  • Proactive problem management is an added advantage.
  • Good knowledge and proven skills in Vendor Management.
  • Good knowledge of any ITSM tool.
What We Offer:

Infinity Quest offers a dynamic and challenging work environment, opportunities for growth and development, and a competitive compensation package.