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SERVICE DESK ANALYST

TESI SpA

TESI SpA

IT
chemnitz, germany
Posted on Friday, February 2, 2024

TESISQUARE® is looking for a Service Desk Analyst to expand our German support team.

The resource will have to follow the requirements:

● 2-3 years of support experience (preferably in SW Solution for the Digital Supply chain)

● Strong analytical and quantitative skills, proficient with Microsoft/Google Office suite (Word, Excel, Outlook, G-Mail, etc.), Dashboards are a plus

● Experience with programming or scripting languages, such as Java, C#, SQL and .net, Cold Fusion, Adobe

● Experience with cloud platforms, such as Azure or AWS and others

● Effective organizational, analytical, time management, and documentation skills and a very high degree of attention to detail

● Excellent verbal and written communication skills in English (minimum B2)

● Knowledge of German (minimum B2)

● Ability to work and interact effectively with a diverse workforce, vendors and end-user community.

● Excellent customer service and conflict resolution skills

● Experience with IT service management / ticketing systems

● ITIL Certification 3 or 4, not mandatory but a plus

Objectives and Responsibilities:

● Ability to process 2nd and 3rd-level support tickets in a timely manner

● Address support tickets in accordance with the department's SLA

● Maintain up-to-date documentation of the internal knowledge base and end-user support guides.

● Monitor and manage various applications, systems, interfaces, and databases.

● Create, manage, and suggest solutions to client-facing applications, client guides, and internal documentation.

● Participate and contribute to various project and client/partner status meetings to discuss project performance including ticket status,

problem identification, and deployments.

● Transition of support for customers from the project phase to live support.

Location: rather in Germany, prefer in near Chemnitz