IT Operations Specialist

We are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.

Candidates should be able to:

• Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards
• Diagnoses and resolve issues with the help of developed knowledge and knowledge base
• Cold / Warm transfer of unresolved Tickets to higher Levels
• Asks additional questions to End User if requested by higher Levels
• Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution
• Handles incoming user / access permission request as well as other service requests until execution
• Identifies tickets for Knowledge base
• Maintain and support a high availability of Data Center infrastructure
• Supports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
• Performs ticket analyzes (second level) including information requests to the end user
• Solves tickets and communicates solution description / Knowledge base article
• Handles Non-Standard Service Requests on expert level
• Determines the quality and completeness of ticket’s transferred

Qualifications:

• Bachelor’s degree of Information System Management or related
• 2+ years of prior Helpdesk experience
• Preferred ITIL Foundation Certification
• Excellent communication skills in English (Both written and verbal)

We offer:

All the benefits of a top employer committed to further development, intercultural exchange and innovation.

Self-determined and flexible working and home office options

Benefit offerings to be discussed throughout interview process.

 

 

People of all genders are always meant equally; for linguistic simplification and better readability, only the masculine form is used in the text.
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LEONI Wiring Systems, Inc.