TESISQUARE is looking for a Service Desk Analyst to expand our German support team.
The resource will have to follow the requirements :
1. 2-3 years of support experience (preferably in SW Solution for the Digital Supply chain)
2. Strong analytical and quantitative skills, proficient with Microsoft/Google Office suite (Word, Excel, Outlook, G-Mail, etc.), Dashboards are a plus
3. Experience with programming or scripting languages, such as Java, C#, SQL and .net, Cold Fusion, Adobe
4. Experience with cloud platforms, such as Azure or AWS and others
5. Effective organizational, analytical, time management, and documentation skills and a very high degree of attention to detail
6. Excellent verbal and written communication skills in English ( minimum B2)
7. Knowledge of German (minimum B2)
8. Ability to work and interact effectively with a diverse workforce, vendors and end-user community.
9. Excellent customer service and conflict resolution skills
10. Experience with IT service management / ticketing systems
11. ITIL Certification 3 or 4, not mandatory but a plus
Objectives and Responsibilities:
1. Ability to process 2nd and 3rd-level support tickets in a timely manner
2. Address support tickets in accordance with the department's SLA
3. Maintain up-to-date documentation of the internal knowledge base and end-user support guides.
4. Monitor and manage various applications, systems, interfaces, and databases.
5. Create, manage, and suggest solutions to client-facing applications, client guides, and internal documentation.
6. Participate and contribute to various project and client/partner status meetings to discuss project performance including ticket status, problem identification, and deployments.
7. Transition of support for customers from the project phase to live support.
Location: rather in Germany, prefer in near Chemnitz
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