Deskside Support

Job Title: Deskside Support Role

Location: Munich, Germany

Duration: 6-12 month contract

Working Mode: Fully Onsite

Language: Fluent German Speaker

JD For Onsite Support Role

The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Client Analyst is a key role within the Workplace function. The Client Analyst is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Client Analyst is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments within customer or external 3rd party companies.

General Client Analyst /Onsite Supporter Tasks

IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person.

Resolving (fulfilling) incidents (support requests) and document the actions in an approved service

desk tool (ServiceNow).

Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile

phones and so on) incl. quality check. Basic understanding of Device Server Management

Support and implementation/deployment of applications and other workplace software

Moves and changes support.

Interface between IT Operations, customers, and external IT-Service-provider.

Inventory and asset management and care of hardware

Support Cisco devices / Surface hubs

Reporting And Management Tasks

Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required

Observance of processes, internal requirements, and service level agreements.

Customized reporting of adherence to service level agreements as agreed.

Knowledge management and information sharing with colleagues. Maintain suitable Knowledge

Base.

General

Required skills:

Ticket system Service Now

Basic understanding of Active directory and Azure- Intune company portal

Communicative, friendly, and reliable

Good level of spoken and written German and English (B2)

Basic Technical Skills

Microsoft Office 365

Windows 10

Microsoft Visio

Hardware (PC/Notebooks/Printers)

Security Knowhow

Cisco devices understanding /Surface Hubs

Enhanced Technical Skills

Structure and functionality of IT networks and the components (basic)

Microsoft Active Directory

Mobile Office (VPN-Solution, iOS devices)

ITIL Or Process Knowhow

IT Security (basic), Networking understanding