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Agent, Service Desk
2020-02-03 10:14:09| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Agent, Service Desk Germany Munich Unterfhring You will be working within the Global Support department who are responsible to provide 247 first level support for all office IT systems and base applications deployed within SES and to act as one of the local points of contact. You will work in close collaboration with IT Operations, Business Applications and all 3rd level Engineering teams. various areas and activities for Service Desk Telephony setup, registration, voice mail, deployment, Printers supply management, MDM Airwatch Account creation, Secure Content Locker, Mobile device setup, Active Directory Accounts, Resets, New Usertransferleave, access rights, Security Bitlocker implementation and key management, Offline Scans, Certificate renewals, McAfee, Security Incidents, Proxy PW management, RSA Token management, first level network support, Computer configuration, deployment, exchange, and disposal, Peripherals, Password resets for all kind of Apps, Software configurations Notes, Citrix, BPC, Polycom, VPN, PowerBI, Lotus Notes email, db, quickr, meeting manager, OnTime, Polycom VTC rooms, computer, mobile device, first level support for OneSatPlan and other inhouse developed software. PRIMARY RESPONSIBILITIES KEY RESULT AREAS Ensure Incident logging and resolution, escalation to next level Ensure fulfillment of Service Requests Actively participate to the Lifecycle management of all End User Computers including Deployment, Maintenance, Renewal, Disposal Management Responsible for Desktop Software Lifecycle management and 1st level application support for all IT maintained and supported desktop software approved by the business Management of computer peripherals local stock control and distribution among end users Ensure Video Conferencing Support in collaboration with Facilities Management Provide remote user support through appropriate technical tools Actively participate in keeping the Service Desk knowledge base up to date Train and mentor more junior Service Desk specialists Ensure adherence ofto all IT service management processes according to official policies and agreed SLAs Act as focal local point of contact for escalations from other locations And any other tasks assigned by direct manager COMPETENCIES Ability to work internationally in a matrixmanaged, resultsoriented environment Ability to develop workable solutions in pressure situations Ability to work autonomously and deliver results, even under tight deadlines Strong analytical and problemsolving skills ability to interpret complex technical issues Excellent written and verbal communication skills and with a strong customer focus Selfmotivated and demonstrate an achiever mentality QUALIFICATIONS EXPERIENCE Education in Information and Communications Technology ICT, Computer Science, Computer Engineering or equivalent minimum 2 years Good knowledge of fundamental operations of software MS OfficeWindows 710, hardware laptops, PCs, phones, printers, scanners, and other equipment Experience with ITSM tool ServiceNow, BMC, HPSM, Fluency in English German. Any other language is considered as an asset OTHER KEY REQUIREMENTS COMMENTS Key performance indicators Average time to resolve incidents over period Average time to implement requests over period Average time to implement changes over period Main interfaces to other departments Security function Internal and external customers Business IT Volume Drivers Number of incidents, new requests and change requests Technology changes e.g. new tools and systems Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
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