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
Description
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
Qualifications
- 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
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