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Desk Side Support Technician
vor 2 Wochen
OVF - Desk Side Support Technician
**Department**:
OVF IT Operations, Local
**Reports To**:
Head of IT Germany
**Location**:
Potsdam/Rüsselsheim
**Direct Reports**:
No
Job Role
The purpose of this role will be to provide 2nd level on site support for the users based in Potsdam and Rüsselsheim.
Position
**Objectives**:
Provide second level resolutions to hardware and software support issues that cannot be resolved remotely within agreed SLA timeframes, while following related OVF IT/Security policies and procedures
Assisting in providing Level 1 Support when call volumes are high or during staff shortages.
Act as an escalation point for advanced or difficult help requests.
Build rapport with service desk customers.
Complete new provisioning requests within agreed SLA timeframes, including PC builds & local installations, whilst following related OVF IT/Security policies and procedures
Deal with advanced technical incidents assigned from Level 1 and Level 2 Service Desk Analysts
Provide 2nd level technical support/UAT on OVF projects as required
Perform reporting and deep dive analysis on IT incident and problem tickets as required
Identify and provide training to business users and IT colleagues as required
Support new OVF IT deployments across the various OVF branches
Provide accurate and updated information on incidents until the reported incidents are resolved
Maintain a high degree of customer service for all support requests
Ensure all Hardware movements and changes are recorded within the CMDB.
Add fixes and known errors to the Knowledge base
Manage all aspects of your performance delivery e.g. quality of service, timekeeping and absence reporting
Identify any training requirements to help with your role and to develop your skills
Develop help sheets and FAQ lists for end users.
Maintaining stock levels and ordering hardware as required on the location according to standard procurement process
May be required to work to a shift pattern (including weekends) and offer on call support.
Security & Compliance
Ensure that the Incident/Provisioning processes and procedures are followed in compliance with OVF security and audit requirements
Be familiar with and support OVF Global Security Policies
Understanding and promoting the OVF’s policy on Treating Customers Fairly (TCF).
To ensure ongoing adherence to all relevant compliance regulations that may govern the End User Services business and complete all regulatory knowledge training where applicable in a timely fashion.
**Skills & Knowledge**:
A strong focus on service delivery and customer satisfaction
Good attention to detail with a methodical and thorough approach to work
Ability to stay calm under pressure
Organized and good at juggling tasks and prioritizing
A great team player
A desire to show initiative
Highly organized with excellent communication skills
Enthusiastic and passionate about their work
Good analytical and troubleshooting skills are required
Personal Integrity / Discretion
Open communication style / Good listener
Team focused
Good written and verbal presentation skills
**Technical Skills**:
Has the ability to provide Level 2 IT support
A good knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
Experience in hardware and software repair and installations
Active Directory & MS Exchange knowledge/experience
LAN / WAN troubleshooting
Strong knowledge of Microsoft based operating systems and suites, focus on Windows7
**Language Skills**:
Fluent English and German
**Overview Of**:
Understanding of ITIL Best Practice for Service Desk
Understanding of key ITIL Service Management areas
