The IT Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk.
Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and / or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Your new role
SPoC Single Point of Contact with solution competence in incident management for Siemens
Addresses and resolves basic incidents and requests; logs all incidents and requests;
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
Patching of network cables
Documents resolutions and updates self-help and staff knowledge bases.
1st and sometimes 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Phones, Mobile Phones, Laptops, PCs, and Printers
Log all calls and emails in the Service Desk Call Logging system
Performs other duties as assigned
Beginner / Mid-Level experience with application administration
Highly proficient in spoken and written German language
Excellent communication skills
Demonstrated ability to learn customer support processes and techniques
Strong analytical skills
Ability to solve problems
Strong knowledge of Microsoft based operating systems
Ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
Basic Active Directory knowledge : creating user accounts, reset passwords, create groups etc. - is a great plus
Prior experience supporting customers in use of software applications and hardware troubleshooting
About us We’re Siemens, a collection of great minds who are all making the future. You could be one of us!Siemens is a global technology powerhouse that owns innovative solutions in the areas of electrification, automation and digitalization.
Software and R&D play a crucial role at Siemens. In Brasov, Cluj-Napoca and Bucharest we have a competence center for research, software development, IT and engineering, which makes the company a major leader in vertical IT technologies.