Polen, WarsawPolen, Warsaw

Deutsche Bahn

Erstellungsdatum 16.10.2023

Service Desk Analyst with German

Job description

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
  • Fluent written and spoken German and 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
  • Proven experience in providing IT Support
  • ITIL knowledge
  • ITIL certified
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