Description
IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viaattendance in person.
Resolving (fulfilling) incidents (support requests) and document the actions in an approved service
desk tool (ServiceNow).
Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile
phones and so on) incl. quality check. Basic understanding of Device Server Management
Support and implementation/deployment of applications and other workplace software
Moves and changes support.
Interface between IT Operations, customers and external IT-Service-provider.
Inventory and asset management and care of hardware
Support Cisco devices / Surface hubs
Reporting and management tasks:
Enhanced processing of incident and support requests in defined cases. Manage escalation to senior
managers as required
Observance of processes, internal requirements and service level agreements.
Customized reporting of adherence to service level agreements as agreed.
Knowledge management and information sharing with colleagues. Maintain suitable Knowledge
Base.