Service Desk SME

Role: Service Desk SME

Location: Dusseldorf – onsite role

Type of employment: TP

Duration of contract: 6 months

Lang requirements: Fluent German speaker only

Job Description

Roles & Responsibilities:

Responsibilities :- Provide technical expertise to the help desk team Act as technical liaison between help desk and IM support groups Maintain technical skill continuity and consistency of help desk staff Provide telephone support to customer end users Provide Problem Management System support activities Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD Includes preparation of help desk staff to support new technology Maintain skills inventory of help desk analysts and Work Request Co-ordinators: Develop and maintain Training Plan Liaison between help desk and other groups on technical support issues: Proactively work with other groups on normal process support issues Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts,Notification Escalation list, help desk weekly schedule, support documentation, etc. Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out. Develop processes to streamline the daily functioning of the help desk including: Work distribution Monitoring phone queue and email box Vendor management and follow-up User follow-up Closing tickets Maintaining front end message Work closely with help desk manager to implement technical action items related to the help desk Assist help desk manager in analysing help desk group and individual statistics: Establish communication link with other zones relative to technical and support environment Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process. Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution Technical Requirements Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, Client Service Center, client Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools , Soft Skills Need B2 (English) & C1 (German) & Multilingual. Excellent communication and conversation skills (Verbal and Written) High level of acceptance Can drive Clients value and its methodology Years of Experience Total : 3 - 4 years experience in Help Desk, Information Management,Relavant : 1-2 years of supervisory experience in management Job type: Contract Division: eTeam Workforce Limited - Netherland Reference: 23-02875