Frankfurt
4.5-8 Years
Germany
Job Description (Posting).
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8+ years of Experience in IT Desktop Support and Team Management in Client Facing RolesThis position Leads IT Deskside staff with technical support or desktop/laptop computers, applications, printers and related technologies.High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.Responsibilities :-Excellent analytical and problem-solving skills Demonstrable experience in managing a successful team of support technicians and successful completion of computer hardware and current desktop support technician certifications Excellent customer service skillsDesk side Support ManagementCustomer Relationship ManagementVendor Relationship ManagementProject ManagementSLA Management including Incident, problem, Configuration, Service request etc.Review with the Delivery ManagersPeriodic reviews with Customer and VendorsMIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage / Full Time or Dispatch Engineers at various locations in the region supportedShould have knowledge on SD operation and toolsTo guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality informationThe Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintainedAssists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelinesWorks with vendor support contacts to resolve technical problemsWorks with service desk and RDS as appropriate to determine and resolve problems received from clientsResponds to support requests from service desk, users and other infrastructure teamsPerforms upgrades as directed to ensure the longevity of equipmentKeep track of request and make sure they are implemented as plannedParticipate in incident handling concerning desktop changes.Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.Microsoft environment knowledge (desktop & server).Have some level of technical understanding of the products building up a desktop service.Experience from the desktop environment.Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems. Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Windows and Novell Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support Apple Ipad Device support Others: Adobe Acrobat and other common desktop applications like Winzip, etc (1.) To provide support for on call escalations and doing root cause analysis of given
Qualification
B-Tech
No. of Positions
1
Skill (Primary)
DWP-FSS-Desk Side Services
Employee Group
Business Line FT
City
Frankfurt am Main, Stadt
Entity
INFRA
Auto req ID
1270153BR
Expected Date of Closure
11-Jul-2023
Reporting Manager Designation
ASSOCIATE CONSULTANT
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