Service Desk Technician
Vienna, Austria
- Troubleshooting
- Customer Support
- Tickiting
We are looking for a Service Desk Technician with 5+ years of experience.
Responsibilities
- Monitor IT landscape (Network/Servers/Applications) and ticketing system for incoming requests, and process issues
- Frontline incident and request management
- Monitor Phone, Chat and Email systems for inbound incidents and assistance requests
- Log issues and track even when users come directly to you
- Efficient support to users including senior management and executives
- Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
- Escalate to specialized teams when required, take ownership and represent the user to ensure the requests are processed
- Communicate to the user on progress in a timely manner
- Document issues, analysis, progress, and solution in the ticketing system
- Ensure processes are being followed
- Assist with onboarding of new users
- Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), and collaborations suite (OneDrive, O365 groups, etc.)
- Assistance and troubleshooting on IT-related equipment like Laptop, Workstation, Printer, phone systems (Polycom), mobile phones and tablets
- Contribute to team knowledge management by documenting troubleshooting and problem-resolution steps
Requirements
- Proven experience as a help desk technician or other customer support role
- Tech-savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- Maintain IT equipment in meeting rooms, training rooms and conference centre
- Troubleshoot issues related to LAN network and wireless network
- Participate in projects, including the implementation of hardware and software tools and systems
- Maintain Active Directory users, groups and computer objects
- Support external users accessing given resources
- Coordinating with vendors for IT equipment repairs
- Registering, issuing and supporting MFA soft and hard tokens
- Registering, issuing and supporting email encryption tokens
- 24/7 standby support (approx. 5 shifts a year)