Beschreibung
We are currently looking for our strategic customer 3 Contractor in the Service Desk & Service Control area for a long-term project in a 4-shift system. For this project you have very good German and English skills and are resilient, but absolutely service-oriented and capable of escalation.Responsibilities & Tasks
Support operations of Service Desk for Supply & Trading, which acts as global 24/7 first Point of contact for all standard user queries via phone and email (and optional for Business Critical Users) (service availability per SLAs)
1st level support for service requests e.g. p/w reset, standard Microsoft Office queries etc.
Monitoring of business critical applications via dashboards
React on Monitoring Events to avoid Severe issues
Act as Major Incident Manager in case of a Major Incident incl. Solution coordination, coordination of level 2/3 resolver groups, business communications and possibly management escalation)
Quality management of overall incident handling and identifying of CSI potential
Skills & Profile
Strong propensity to take ownership of tasks and issues to resolution and willingness to work in a 24/7 rota at our location in Essen
Fluent in German and English
Ability to work well under pressure and to maintain customer focus in difficult situations as well as the ability to prioritize tasks and work independently and to empathize with users and their issues
IT apprenticeship appreciated
Experience working in an environment with direct contact to customers
Significant experience working with and alongside technical support teams, being able to discuss issues in a meaningful manner
General knowledge of IT Infrastructure systems like Windows Clients (incl. MS Office), networks, databases, etc
Ideally knowledge of Energy Trading, Commercial Asset Optimisation or Generation related applications as well as certified knowledge in ITIL V3 (e.g. ITIL Foundation or higher)
Do you find yourself here? Super, then you announce yourselves gladly by mail or telephone.
Application-Deadline: Monday, 18.11.2019, 10:00h
Reference :CR/076597 Duration :31.12.2020 Location : Essen Languages : English & German emagine GmbH Wlodarczyk, Katharina T : F :