DSE

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 rolewithin the Workplace function. The Client Analyst is responsible for interacting with customers to delivereffective services and support and to address incidents and/or problems reported by the customer. In respectof incidents and IT service requests the Client Analyst is acting or coordinating on behalf of IT Operations asa whole which means events may not be limited to the workplace environment only. Furthermore support maynot be limited to internal IT Operations functions but could include other IT departments within AllianzGI orAllianz or external 3rd party companies.Customers are all users or legal entities supported by AllianzGI IT Operations.General Client Analyst tasks:IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viaattendance in person.Resolving (fulfilling) incidents (support requests) and document the actions in an approved servicedesk tool (ServiceNow).Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobilephones and so on) incl. quality check.Support and implementation/deployment of applications and other workplace softwareMoves and changes support.Interface between IT Operations, customers and external IT-Service-provider.Inventory and asset management and care of hardware for Frankfurt based usersReporting and management tasks:Enhanced processing of incident and support requests in defined cases. Manage escalation to seniormanagers as requiredObservance 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 KnowledgeBase.Required skills:General:Communicative, friendly and reliableGood level of spoken and written EnglishBasic Technical skills:Microsoft OfficeMicrosoft Operating System (currently Windows 7)Microsoft VisioHardware (PC/Notebooks/Printers)Security knowhow Enhanced Technical skills:Structure and functionality of IT networks and the components (basic)Microsoft Active DirectoryMobile Office (VPN-Solution, iOS devices)ITIL or process knowhowIT Security (basic) (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Job type: Contract Division: eTeam Workforce Limited Reference: 22-02048