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The Helpdesk Analyst advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.
Job Responsibility:
Manages customer interactions & records reported issues in the ITSM
Identifies issues, apply fixes and investigates root causes using internal instructions
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all online system problems are resolved in an accurate and timely manner
Requirements:
University education, preferably a technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Experience in providing remote IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills
Good Command of German Language
Fluency in English is a plus
Nice to have:
Experience in providing remote IT support is an advantage
Fluency in English is a plus
What we offer:
You can work in the office, hybrid or fully remote
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure