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