Objective of job
Record and classify IT service requests and IT incidents globally and process in first level support as well as potentially second level support, in compliance with applicable ITSM processes, standards, and IT guidelines
Alternative Operations On- Site:
Process IT service requests and IT incidents in the office area or on shop floor systems in 1st level support as well as potentially 2nd level support for the respective sites in compliance with applicable ITSM processes, standards and IT guidelines
Principle activities
IT Service Desk:
Service office systems by using remote access (e.g. solve incidents; install standard software on office PCs, laptops, etc.)
Process IT service requests and IT incidents in first level support as well as potentially second level support (e.g. act as first contact person for complex and time- consuming requests for support in the office area, capture all the necessary data and supplementary information, etc.) or forward to second level support, if required
Record and classify simple service requests and IT incidents globally (e.g. requests for advise on standard IT products, processing standard changes, etc.)
Recognize complex incidents; provide solutions / workarounds using information on documented solutions in the solutions database if necessary
Document actions according to predetermined guidelines
Inform the internal customer and initiate the acceptance of services rendered
Create solutions for simple problems for the solutions database, according to predetermined guidelines
Analyze and clarify problems/ system errors with internal partners (e.g. clarify technical issues with the software and infrastructure experts, etc.)
Alternative Operations On- Site:
Document actions and solutions, if applicable, according to predetermined guidelines
Service office or shop floor systems by using remote access or by providing on- site support (e.g. solve incidents on laptops, office and production machines, maintain and exchange infrastructure components, etc.)
Maintain hardware and software asset management for assets on- site
Conduct work packages in IT jobs and IT service requests on- site
Process IT service requests and IT incidents in first level support (e.g. act as first contact person for IT incidents for the shop floor systems, etc.) as well as potentially second level support at the respective site or forward to second level support according to applicable ITSM processes and guidelines.
Conduct tests on systems or system components
Create solutions for simple problems in the knowledge management database, according to predetermined guidelines
