Tasks and Responsibilities:

• manages IT calls and incidents, including identification, documentation, categorization, prioritization, and initial support based on the procedures provided to guaranty the service quality towards the Customer.
• provides support to the end/users by phone and remote support tools
• ensures the analysis and provides first line support incl. problem identification and implementation of a solution or workaround for the problems and requests of the end users
• registers the calls and incidents in a defined standard platform (ITSM tool)
• is responsible for the correct categorization and prioritization of incoming calls
• involves, if required, other support groups in the resolution by forwarding the trouble ticket in the defined ITSM tool to the appropriate support group.
• executes Service Requests (e.g., password resets)
• Communicates and escalates problems on functional (n-level support) or hierarchical (superior officer) level
• continuously documents the work he has done, updates continuously the knowledge database
• communicates and solves, if possible, complaints and escalations
• communicates with all departments on demand and relays information correctly, completely and in time
• complies with the internal regulations and work procedures of the company and the customer.