IT Operations Specialist

LEONI • Troy, MI

2d • Hybrid

About The Position

We are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support. Candidates should be able to: Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards. Diagnoses and resolve issues with the help of developed knowledge and knowledge base. Cold / Warm transfer of unresolved Tickets to higher Levels. Asks additional questions to End User if requested by higher Levels. Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution. Handles incoming user / access permission request as well as other service requests until execution. Identifies tickets for Knowledge base. Maintain and support a high availability of Data Center infrastructure. Supports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices). Performs ticket analyzes (second level) including information requests to the end user. Solves tickets and communicates solution description / Knowledge base article. Handles Non-Standard Service Requests on expert level. Determines the quality and completeness of ticket’s transferred.

Requirements

• Bachelor’s degree of Information System Management or related
• 2+ years of prior Helpdesk experience
• Excellent communication skills in English (Both written and verbal)

Nice To Haves

• ITIL Foundation Certification

Responsibilities

• Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standards
• Diagnoses and resolve issues with the help of developed knowledge and knowledge base
• Cold / Warm transfer of unresolved Tickets to higher Levels
• Asks additional questions to End User if requested by higher Levels
• Accurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for execution
• Handles incoming user / access permission request as well as other service requests until execution
• Identifies tickets for Knowledge base
• Maintain and support a high availability of Data Center infrastructure
• Supports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)
• Performs ticket analyzes (second level) including information requests to the end user
• Solves tickets and communicates solution description / Knowledge base article
• Handles Non-Standard Service Requests on expert level
• Determines the quality and completeness of ticket’s transferred

Benefits

• All the benefits of a top employer committed to further development, intercultural exchange and innovation.
• Self-determined and flexible working and home office options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level