Service desk (German speakers) TIMISOARA

• SD/Customer Support Experience
• Proactive and open communication
• Office 365 troubleshooting
• Windows Client (10, 11)
• Understanding of Active Directory
• Understanding of Azure AD
• Understanding of Group Policies
• Basic knowledge of network management

• manages IT calls and incidents, including identification, documentation, classification, prioritization, and initial support based on provided procedures to ensure service quality to the client.
• provides support to end-users via phone and remote support tools
• ensures analysis and provides first-level support, including identifying issues and implementing a solution or workaround for end-user problems and requests
• records calls and incidents in a defined standard platform (ITSM tool)
• is responsible for correctly classifying and prioritizing incoming calls
• involves other support groups in resolution if necessary by forwarding the error ticket from the defined ITSM tool to the appropriate support group.
• executes service requests (e.g., password reset)
• Communicates and escalates issues to the functional level (N-level support) or hierarchical level (senior officer)
• continuously documents the work performed, continuously updates the knowledge base
• communicates and resolves, if possible, complaints and escalations
• communicates with all departments upon request and transmits information correctly, completely, and on time
• respects the internal regulations and working procedures of the company and the client.

• 24/7
• Meal tickets 40 lei/working day
• Medlife medical insurance

~~The VALEO IT Group is present in the IT industry for more than 10 years. With competency, efficiency and flexibility VALEO IT group evolved from a regional IT service provider acting in Germany to a European presence in IT. Focused on high available datacenter solutions, virtualization concepts and high-quality IT services we are providing individual and cost reducing solutions based on our customer demands. We are an experienced and successful outsourcing partner in the areas IT Service Desk and IT Infrastructure Support. Today the VALEO IT Group has more than 70 employees.