Planning and directing, or executing operations of Service Desk(s), in a respective IT Service Management organization.
Ensuring the continual monitoring of systems and utilization
Ensuring or processing of all kind of tickets related to defects and incidents.
Identifying, analyzing and logging incidents, restoring normal services and minimizing adverse impact on operations.
Providing appropriate access rights for authorized users, and providing personalized services to users.
Ensuring IT Services offered are accessible to users at all time, and without any delay or constraints.
A job at this level…
Provides routine technical maintenance in an assigned technical area (in production or logistics), with different machines. Or:
Serves with inbound, FAQ-based 1-st level customer service for incidents occurring on a regular base, for an assigned application, type of equipment, production line, etc.
Utilizes solution patterns (technical procedures, methods and tools, technical instructions) effectively.
Follows work instructions, maintenance and repair procedures as given to provide reliable service.
Documents work and results in the systems.
What you will do:
1. 1st line support (Office and Shopfloor Users)
2. Installing Desktops and Laptops
3. Installing Software with SCCM and manually
4. Setup of new Users (Laptops and iPhones)
5. Handover of computers to new and existing Users
6. Working with ServiceNow ticket system (CMDB, Incidents and Requests)
7. Supporting the Business in BAU (Business as usual) activities
8. Assisting with IT good intake and disposal
Training Opportunities
9. Windows Operating systems (in house)
10. IT within a Business environment (in house)
11. Troubleshooting, solving of Problems (in house)
12. On the Job training different areas (Networking, Server, Backups, Project involvement, presenting etc.)
13. CompTIA+ Basic IT qualifications for IT Support (External)
14. Office 365 course (Word, Excel, Power Point etc.) (External)