Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
- SPoC – Single Point of Contact with solution competence in incident management for Siemens
- Addresses and resolves basic incidents and requests; logs all incidents and requests;
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
- Analyzes and resolves incidents and requests regarding use of application software or hardware
- Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
- Patching of network cables
- Documents resolutions and updates self-help and staff knowledge bases.
- 1st and sometimes 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Phones, Mobile Phones, Laptops, PCs, and Printers
- Log all calls and emails in the Service Desk Call Logging system
- Performs other duties as assigned
- Beginner / Mid-Level experience with application administration
- Highly proficient in spoken and written German language
- Excellent communication skills
- Demonstrated ability to learn customer support processes and techniques
- Strong analytical skills
- Ability to solve problems
- Strong knowledge of Microsoft based operating systems
- Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
- Basic Active Directory knowledge: creating user accounts, reset passwords, create groups etc. - is a great plus
- Prior experience supporting customers in use of software applications and hardware troubleshooting
Company: Siemens S.R.L.
Experience Level: Experienced Professional
Job Type: Full-time