Risk analyst Jobs in Pattensen
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Risk analyst • pattensen
Service Desk Analyst (German)
FalconSmartITHannover, Niedersachsen, Germany
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Lidl Stiftung & Co KGHannover, DEService Desk Analyst (German)
FalconSmartITHannover, Niedersachsen, Germany- Quick Apply
Job Description : Service Desk Analyst (German)
Job Location : Hannover - AGILA Haustierversicherung AG, Breite Stra e 6-8 | 30159 Hannover.
Job Type : 6-12 months / Onsite
Language : German is must
Job Description : Primary Skills
Graduate with Minimum 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
Manage Service Desk activities, including :
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested
Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc
Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority
Track the incidents / service requests / problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents / problems / Service / Change requests as per the escalation mechanism
Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.
Attend voice calls
Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.
Use Remote Desktop to assist the end users as required.
Good Knowledge on O365 products.
Monitor the Incident Management queue, Assigning / Reassigning and follow up of tickets as per standard procedure
Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues
Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Proactive problem management is an added advantage.
Good Knowledge and proven skills in Vendor Management
Good Knowledge of any ITSM tool
Soft Skills
Should possess excellent customer handling skills
Ability to handle unforeseen situations
High level of acceptance and understanding in dealing with end users and situations
Certifications
Candidate to be ITIL certified
11 : 41 AM] Priya Sharma
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