IT Support Analyst – Senior Process Associate - German
Bucuresti, Romania
4 zile în urmă


First level IT support for all technical services

SPOC for all incidents and requests

Ticket dispatching and qualification, gathering of necessary information

Major Incident Management (MIM)-Process (prio 1 and 2 tickets - performing handshake to On-Duty)

Active Directory Account and Groups Management

Handling of service requests regarding Microsoft Teams Groups, Shared Mailboxes, Distribution Groups and Room Resources

Basic Troubleshooting Client (Windows 10, MAC OS, M365 and WAN / LAN / VPN Troubleshooting)

Basic Troubleshooting Mobile Devices (iPhones, iPads)

Managing Print issues and open ticket by external provider

Performing Updates personal computers as required (Windows, Office and Security)

Regular Server Patche-Management

Supporting in Security issues and following security related instructions

Documentation and update the IT Knowledge Base and Self-Service User- Guides

24x7 on call support as needed

Delivery of excellent service to consumers (internal and external)

Responsible for adhering to SLA’s

Analyze / Resolve incidents in Production, R&D, Customer Service Center, Supply Chain, Field Sales, Marketing Environment and several office departments

Application Permissions (request->


set permissions and Support)


Minimum qualifications

Relevant years of experience in IT, specifically in the support & ITIL environment

Expert knowledge and skills supporting Microsoft products

Experience in supporting Active Directory Services, Office 365 Tools, like Outlook, Teams, OneDrive, Word, Excel)

Strong troubleshooting skills to triage issues related to applications

Must be able to engage in problem-solving skills to help identify and solve potential issues

Preferred : Bachelors degree in Computer Science or similar field

High customer focus

Listens well and is flexible to perspectives of others

Strong communication skills and focus on results

Encouraged qualifications

Personal culture and client management expertise.

High motivation and ability to learn.

Ability to work under time pressure.

What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract

    Work in a multicultural and diverse environment with employees from over 30 countries

    Genpact supports professional trainings and great career development opportunities

    Free access to our award-winning learning platform

    Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

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