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Remote Desktop Support
vor 2 Wochen
**Role : Remote Desktop Support**
**Location : Berlin, Germany**
**Role type : FTE**
**Job Description**:
- Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services.
- Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
- Communicate comfortably and effectively with customers and management.
- Demonstrable Subject Matter Expert on Service Desk Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management.
- Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies.
- Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups.
- Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same.
- Excellent communication (verbal, written, listening) and influencing skills.
- Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users Route problems to internal I.M. support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Ensure adherence to the published compliance frame work.
- Monitor by conducting periodic audits to ensure all compliance aspects are adhered to.
- Analyze and publish reports on the findings.
- Discuss with the concerned stake holders and follow up on the close To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices Principal Accountabilities Designated above plus:
- Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.
**Training **: Be willing to participate in on the job training designed to enhance skills and support capabilities.
**Knowledge, skills & experience**:
- Education any formal background will be considered, IT background preferred.
- Analytical and systematic problem solving skills required.
- Good English written and communicational fluency expected.
**The following will be considered an advantage**:
- Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
- Phone support experience.
- Technical helpdesk or technical call center experience.
- Technical & customer specific training will be provided.
- English fluent.
- Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required.
**Language Skillsets**:
- Germany - Fluent German + English
**Job Types**: Full-time, Permanent
