Objective of job
• Record and classify IT service requests and IT incidents globally and process in first level support as well as potentially second level support, in compliance with applicable ITSM processes, standards, and IT guidelines
• Alternative Operations On-Site:
• Process IT service requests and IT incidents in the office area or on shop floor systems in 1st level support as well as potentially 2nd level support for the respective sites in compliance with applicable ITSM processes, standards and IT guidelines
Principle activities
IT Service Desk:
• Create solutions for simple problems for the solutions database, according to predetermined guidelines
• Document actions according to predetermined guidelines
• Recognize complex incidents; provide solutions / workarounds using information on documented solutions in the solutions database if necessary
• Record and classify simple service requests and IT incidents globally (e.g. requests for advise on standard IT products, processing standard changes, etc.)
• Analyze and clarify problems/ system errors with internal partners (e.g. clarify technical issues with the software and infrastructure experts, etc.)
• Process IT service requests and IT incidents in first level support as well as potentially second level support (e.g. act as first contact person for complex and time-consuming requests for support in the office area, capture all the necessary data and supplementary information, etc.) or forward to second level support, if required
• Service office systems by using remote access (e.g. solve incidents; install standard software on office PCs, laptops, etc.)
• Inform the internal customer and initiate the acceptance of services rendered
Alternative Operations On-Site:
• Maintain hardware and software asset management for assets on-site
• Create solutions for simple problems in the knowledge management database, according to predetermined guidelines
• Conduct tests on systems or system components
• Conduct work packages in IT jobs and IT service requests on-site
• Document actions and solutions, if applicable, according to predetermined guidelines
• Service office or shop floor systems by using remote access or by providing on-site support (e.g. solve incidents on laptops, office and production machines, maintain and exchange infrastructure components, etc.)
• Process IT service requests and IT incidents in first level support (e.g. act as first contact person for IT incidents for the shop floor systems, etc.) as well as potentially second level support at the respective site or forward to second level support according to applicable ITSM processes and guidelines.
