Key Responsibilities
* Support driving a Global Service Desk
* Support the setup of processes around Service Management
* Providing 1st and 2nd Level support but also leading local Client/Infrastructure and LAN change activities
* Support of Local Production/Manufacturing Connectivity
* Support in setting up an IT Service Catalogue
* Helps to build IT service relationship with customers
* Ensure quality services are performed to the agreed SLA
* Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
* Understands Incident, Problem and Change Management Principles
Experience / Skills
* 3 years working in Information Technology
* 2-3 years working in a Client Service Team and/or Service Desk
* Experience in Service Management and/or ITIL Principles
* Experience in Service Management Tools (Service NOW as preference)
* Experience in Microsoft Client/Server Infrastructures
* Experienced with Microsoft OS (Win 7, 10, 11)
* Experienced in Microsoft Office Applications
* Basic application/software support i.e., SAP GUI client, Browser, VPN client, Backup, etc.
* Very focused in User Satisfaction
* Experience in working in virtual/distributed teams
* Communication skills to interface with colleagues from other locations
* Ability to use own judgment and initiative in problem resolution
* Experience in Automotive (Production/Manufacturing IT) environment is a plus
* Proficient in German, basic English, other European languages is a plus