IT Service Desk Operator – 1st Level Support

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IT Service Desk Operator – 1st Level Support

  • Other

Job Description:

Operation of a qualified IT hotline as first level support.

Tasks:

  • Provide information and guidance to users on IT services provided, hardware and software used, IT security
  • Assist users in the operation of standard hardware and software as well as all components related to IT equipment
  • Inform users of the current status of tickets
  • Handling incident reports from the following areas:
    • supplied hardware and/or software
    • Desk side support managing tickets that were not possible to solve remotely
    • Onsite Infrastructure Support during working hour in order to do synergy with the Onsite Infrastructure Support Team
    • Desktop printers, network printers and/or photocopiers
    • Stock Management
    • Asset Inventory
    • Device lifecycle management
    • VIP Support with specific SLAs and specific services needed (for example: For very important meetings/conferences, a permanent on-site service (stand by service) is necessary for the entire duration of the event (in-house as well as in Hotel/Conference Centers))
    • Email systems
    • Accounts and access rights
    • Intranet/Internet access
    • File storage (local, network drives)
    • Telephone system, fax machines, transmission equipment
  • Hotline Front Office Activities:
    • Receiving incident reports and service requests
    • Entering data into the service desk system in use and creating a ticket
    • Qualification and diagnosis
    • Possible resolution or escalation
    • Documentation of handling
    • Ticket closure, quality assurance and documentation of solutions in the central knowledge base
  • Hotline back office activities:
    • Creation of tickets or initiation of processes in the service desk system for the handling of incidents or service requests by the IT hotline or downstream service levels.
    • Obtaining missing information or documents to process requests (Incidents, Service Requests)
    • Coordinate the completion of individual tasks
    • Informing downstream support levels about IT incident reports
    • Quality assurance of completed tickets by downstream support levels
    • Contribute to the IT Knowledge Base
    • Assist with the publication of user information
    • Support the implementation of IT projects

 

Qualification requirements:

  • Completed vocational training in information technology
  • Or at least 2 years’ experience in 1st level support
  • Very good knowledge of written and spoken English

 Knowledge in the following areas:

  • Configuration and Support (Windows 10)
  • Extensive product knowledge of a wide range of commercial hardware
  • Support for a wide range of commercially available smartphones and tablets (including iOS, Android)
  • Support for a wide range of user applications (M365 applications such as Outlook, Word, Excel, etc.)
  • Internet browser configuration and support (Google Chrome, Edge)
  • Configuration and support via remote maintenance software if needed
  • Operation of a ticket system (preferably help desk tools)

 Experience requirements:

  • Work experience in first level support
  • Experience in troubleshooting, technically sound fault diagnosis and resolution at hardware and software level

Benefits

More reasons to work with us

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Work from home or the office

Depending on the position, you can work remotely, from the office or in a hybrid model.

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Top-of-the-line equipment

We provide the equipment that best suits your needs and the requirements of your role.

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Training budget

Use your personal training budget to gain new skills and knowledge.

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Internal initiatives

Take part in our knowledge-sharing meetups organised by and for tech enthusiasts.

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Private health insurance

Keep your health in check with easy access to medical professionals.

Recruitment process

It only takes a few steps

Different roles have different requirements, so the recruitment process depends on the specific position you are applying for.

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Checking your CV

We read every resume we receive carefully. If you meet our requirements, we will call you to learn more about your expertise and needs.
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Evaluating your qualifications

After an initial phone call, we check your skills with a task related to your position and provide you with feedback afterwards.
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Making an appointment

The next step is a meeting at our office or online, where you can learn more about the team and our work culture from a Spyrosoft manager and/or partner.
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Getting the answer

At Spyrosoft, we contact every person participating in the recruitment process. Upon acceptance, we will provide a list of the next steps.

CONTACT OUR RECRUITMENT TEAM

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IT Service Desk Operator – 1st Level Support

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