Responsibilities
JD- Service Desk/ Support Analyst L1
• Sound knowledge of ITIL processes (incident, change and problem management)
• Basic understanding of the relationships of complex IT infrastructures (OS, database, storage, network, etc.)
• Efficient way of working and analytical skills
• Fluency in English and German
• Desirable: existing experience with a ticket system (ServiceNow, CISM, etc.)
• Qualification, creation, and routing of tickets according to ITIL (incidents, changes, tasks, etc.)
• Opening service requests from different manufacturers
• Access management: Verify and log accesses
• Escalation management: participation and initiation of crisis meetings
• In your role as a support analyst, you are an extremely valuable link between production and the other specialist teams.
• Active Directory
• Ticketing System
• Troubleshooting