An IT Service Desk Agent is a professional who provides technical support and assistance to users of information technology services - Las Piedras, United States - Fusion Dynamics

Fusion Dynamics

Verified Company

Las Piedras, United States

2 weeks ago

Posted by:

Michael Johnson

beBee Recruiter

Job-ID: DE

Tasks

As a 1st level supporter, you will receive IT technical questions via telephone, email, chat or through our self-service and contribute to the high availability of the service desk
You create, process and monitor IT problems in the service management platform, including analysis, categorization and prioritization of IT disruptions and requests
- Solving IT disruptions related to DEKRA production applications and the associated hardware
- Resolving technical issues in local area networks (LAN), wide area networks (WAN) and other DEKRA systems
In addition, you resolve disruptions in L1 and respond to user concerns and questions with a high initial resolution rate
If necessary, you escalate problems and questions to 2nd level support
You document problem scenarios, their corresponding solutions and workarounds in the knowledge base database to share existing know-how within the team

Education in the IT field or comparable training advantageous
Experience in 1st or 2nd level support, ideally in larger environments
Good IT knowledge, especially of Windows 10 and Office 365
First experience with the following technologies: virtualization, remote apps, active directory, networking