IT-Support First Level (m/w/d) für Service Desk

<strong>Language skills: Mandarin</strong><strong>, English</strong><ul> <li><strong>Manage</strong> Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.</li> <li><strong>Support</strong> the end-user through telephone and remote support tools.</li> <li><strong>Analyze</strong> from problems and providing initial solutions or workarounds for end-user requests and incidents.</li> <li><strong>Capture</strong> from requests and incidents in a standardized ITSM platform.</li> <li><strong>Ensure</strong> the correct categorization and prioritization of incoming requests.</li> <li><strong>Forward</strong> from tickets to other support groups, when necessary, to ensure resolution.</li> <li><strong>Perform</strong> from service requests, such as password resets.</li> <li><strong>Communicate</strong> and <strong>Escalate</strong> from problems to functional or hierarchical positions as needed.</li> <li><strong>Document</strong> the work carried out and continuous <strong>Update</strong> the knowledge base.</li> <li><strong>Solve</strong> of complaints and escalations, if possible.</li> <li><strong>Communicate</strong> with other departments and <strong>Forward</strong> relevant information completely and in a timely manner.</li> <li><strong>Compliance</strong> of the company's and the customer's internal regulations and work instructions.</li> </ul><ul> <li>Experience in SD/Customer Support</li> <li>Proactive and open communication</li> <li>Troubleshooting Office 365</li> <li>Windows Clients (7, 8, 10)</li> <li>Understanding Active Directory</li> <li>Understanding Azure AD</li> <li>Understanding Group Policy</li> <li>Basic knowledge in network management</li> </ul>

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