Service Desk Technician – Frankfurt (24126)

We are looking for a Service Desk Technician in Frankfurt.

What we expect from you

Skills & Experience

Bachelor’s degree in information technology, Computer Science, or a related field. Master's degree preferred
Proven working experience in installing, configuring and troubleshooting Microsoft based environments
Excellent command of the common productivity tools such as the Microsoft Office Suite
ITIL Foundations certification.
Experience with end-user support.
Experience with Service Desk processes and ticketing systems.
BS/MS degree in Computer Science, Engineering or a related subject is a plus
ITIL Foundations qualification.
Incident Management experience – Managing incidents including business expectations and communication.
Basic User & Security Group Active Directory administration.
Strong knowledge of Microsoft operating systems with the emphasis on Windows 10 and Office 365.

Responsibilities

Provides first level and second level response for incidents and service requests as per the respective processes.
Performs remote and on-site support, configurations and installations to end-users.
Takes ownership of the issues, communicates and manages the relationship with the end-users remotely through the ticketing system and telephone as well as face to face
Ensures quality support services with an emphasis on end-user satisfaction are provided to Quipu and customer users
Routes tickets to appropriate group in case of escalation and proactively follows them to resolution according to procedures and guidelines.
Performs standard changes as prescribed by procedures and guidelines.
Maintains an Asset Database and tracks local hardware changes.
Ensures accurate and consistent updates to the Configuration Management Database.
Assists the Change Management process in assessing the impact of the non-standard requests for change.
Assists the Release Management process during the release cycle, developing standardized configuration items.
Assists the Availability Management and IT Continuity Management by providing data for projected service availability analysis.
Participates in the Capacity Management process with planning for future acquisitions and upgrades to client-side hardware and software as prescribed by procedures and guidelines
Participates in developing and sustaining security awareness and user training programs.
Continuously documents access devices infrastructure and changes affecting it.

Frankfurt Office

Quipu's Head Office is established in Frankfurt, while other regional offices are set up around Europe to serve an international market better. Quipu is a member of the ProCredit Group, ensuring the long-term sustainability of all IT operations.

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