Service Desk Analyst (German)

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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