IT-Support (m/w/d)

Ihre Tätigkeiten:

• You will be responsible for delivering excellent customer service and high levels of first point of contact technical resolution for all supported IT systems and services as part of our global IT Service Desk incl. global telephone support for our business in addition to deskside support for the regional offices.

• You will form part of our global follow-the-sun service desk, working with their global peers to resolve or escalate all incoming issues and you will also provide local deskside support for the Hamburg office as and when required:

  • Adherence to all IT Service Desk and service delivery processes (ITIL incident management) for ticket management, call logging and reporting

  • User Administration for new joiners, leavers and other IT processes

  • Global telephone support for reported incidents; resolution and escalations in line with agreed processes and procedures

  • Adherence to IT security processes ((e.g. security, data loss prevention, acceptable use, change management) essential to maintaining the integrity of our IT systems and services

  • Provision of technical user support for all supported IT hardware, phones, applications and services

  • Support for meeting rooms and the installed audio-visual equipment

  • You will work closely with the IT department to develop and implement the service excellence to support and contribute to the organisation’s corporate goals and business objectives to support the delivery of the IT Services strategy and the implementation of the IT vision i.e. an agile work environment for our users

  • You will effectively support internal communication channels within the IT department to encourage a “one-team” culture within the department across the world

  • You will build and maintain effective relationships across of the IT department and the firm to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs incl. provide appropriate communication to the business for all service affecting incident