Desktop Support Specialist

Role - Desktop Support Technician/Lead Desktop Technician

Location - Celle & Huerth & Ahrensburg & Wunstorf - Germany

Type - Full Time Permanent

Looking for a German Speaker**

Job description

• Experience in handling a EUC team of minimum 10 people and above

• Should have a sound knowledge on the Local work laws along with strong German skills

• Monitoring the Service Now Queues, ticket handling, publish reports on the backlog, unassigned tickets

• Assist the team on the challenging tickets

• Strong people management skills

• Understanding of ITIL process, maintaining SLA's, CSAT's and Service Now

• Responds to and diagnoses complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams

• Expertise in Windows platform 10 and 11 OS, good understanding on Bitlocker understanding

• Prioritize and resolve customer and other team issues as soon as possible.

• Ensure that incidents and requests are handled according to customer needs and priorities

• As needed, escalate tickets to the respective assignment groups

• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values

• Participates actively in projects as assigned

• Asset Inventory management