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PURPOSE AND OBJECTIVES
As an IT Service Desk Agent, you will act as the first point of contact for all internal SAP employees for infrastructure based issues. Using our phone and ticket system, you will ensure the IT Incidents are resolved and Services Requests are fulfilled within a given SLA. This is carried out in process driven environment by utilizing our Knowledge Base and collaborating with 2nd and 3rd level teams on a regional and global basis.EXPECTATIONS AND TASKS
- Fully qualify all incoming IT calls, chats and support tickets in adherence to the agreed SLA
- Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base
- Effective dispatch to the correct organization and resolver group
- Update our internal Knowledge Base to ensure all new solutions are made available to all IT support teams.
- Highlight all potential major incidents and problems to the respective service and problem managers
- Ensure compliance with all security standards and policies
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
- 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline
- Fluent in English and German
- An additional proficiency in a 3rd language – Spanish, Italian or French is an advantage
- ITIL process knowledge would be a benefit
- Customer Focus
- Quality Focus
- Teamwork
- Problem solving
- Multitasking
WORK EXPERIENCE
- 6 - 12 months experience in an IT support centre or related support environment,
- Strong Knowledge of Outlook email connectivity
- Password administration
- RSA securID hard token and soft token administration
- Networking - VPN, Proxies, LAN and WLAN, Direct Access.
- Mobility - iPhone, iPad, Android and Exchange Active Sync.
Karriere in der Schweiz? - diese Möglichkeiten eröffnet E-Commerce
Die Schweiz ist aufgrund des attraktiven Arbeitsmarktes und der hohen Löhne eines der beliebtesten Länder für Arbeitskräfte aus dem Ausland.
Your start to a unique career adventure at BlueLink in Prague
Imagine: Every morning you wake up knowing that your workday is not just a job, but a mission where you combine your love of travel with a dynamic role in the aviation industry. And all this in Prague – a city that enchants with its charm and history. Doesn't that sound like a dream?
8 Tipps gegen Heimweh für Auswanderer
Wenn du ins Ausland ziehst, ist es beinahe unvermeidlich, dass du die Heimat zumindest zeitweise vermissen wirst. Daher haben wir hier die 8 besten Tipps zusammengestellt, um dir dabei zu helfen, dich in deinem neuen Land wie zu Hause zu fühlen.
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