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Service Desk Analyst with English

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Your tasks

 

Responsible for first level support to follow agreed procedures following the ITIL framework, identifying, register and categorize incidents and service requests. The Service Desk Analyst acts as a single point for corresponding market of IT Users. The Service Desk Analyst gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfillment) and forwarding within the incident process to other Resolver groups.
Key tasks & responsibilities:
  • Responding to first level support requests via multiple sources such as portal, phone or email.
  • Diagnoses client problems relying mainly on checklists and training, via remote access to diagnose, resolve or forward to 2nd level
  • Identification of recurring problems and notification of team members
  • Assisting in the resolution of application, hardware and software problems following process or Knowledge Articles (KA’s).
  • Awareness of service level agreement targets and ensure that they are not breached.
  • Communicates service procedures to IT Users
  • Monitoring of the Network and key applications
  • Escalate when necessary to line management
  • Track incident status and inform users regarding status
  • Get approval for incident resolution / request fulfilment from user

Requirements

  • Fluent written and spoken English
  • High level of IT literacy
  • ITSM tool usage experience i.e. Service Now, Remedy, JIRA etc. for Incident, Problem, Request & Change Management
  • Customer service mindset
Nice-to-have:
  • Proven experience in providing IT Support
  • ITIL knowledge
  • ITIL certified

Benefits

 

Professional Development
We’re strong believers in continual training and development for our people. After all, your success is our success.

Work-life Balance
Our vacation and leave policies reflect our belief in proper work-life balance.

Working Internationally
See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Medical healthcare package
Private medical healthcare offers various packages for you and your family.

Sport Card
Sport card gives you free access or discounts to many sport objects.

Life insurance
Life insurance for you and your family members.

Holiday Bonus
If you take a two week continuous holiday, you can apply for the special bonus.

Pension Program (PPE)
PPE is a chance for a bigger retirement. Company pays 3,5% of your salary to into your individual PPE account.

Annual Bonus
Depending on company results we offer you annual bonus.

Language Courses
We offer you a possibility to improve your language skills.

Our offer

At DB Schenker Technology Center, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

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