IT Helpdesk Analyst (f/m)

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Standort : München
Veröffentlicht am :
Beschäftigungsart : Personalvermittlung
Referenznummer : 785979
Geschäftsbereich : IT-Bereich

Beschreibung :

Robert Half Technology is actively recruiting an IT Helpdesk Analyst (f/m). You will join an international company, world leader in the human resources sector and based in Belgium - BRUSSELS area.


Your Responsibilities



  • Be the first point of contact for all end-users within the EMEA region

  • Record all incidents in the ticket management system

  • Support incoming IT issues related to all supported software or computing platforms via the IT Helpdesk phone number, or mailbox (office, windows, tablets, smartphones and CRM applications)

  • Provide a high rate of "first call fix" troubleshooting, whilst maintaining a high level of service

  • Use initiative, respond to faults quickly, and identify alternative solutions to problems where necessary

  • Evaluate the priority of the problem if no immediate help is possible, so further intervention can be planned with the 2nd line support teams

  • Perform time-effective escalations of issues to 2nd line support teams when unable to identify a resolution

  • Monitor incidents to ensure an efficient follow-up after escalation to 2nd line support

  • Liaise with 3rd parties suppliers of software and hardware

  • Investigate and suggest initiatives to maintain or improve levels of service

  • Notify the IT Purchase Department of all user requests that require procurement activities

  • Ensure asset management information is maintained accurately


Your Qualification and Skills



  • Bachelor IT or equivalent

  • Excellent language skills in English and German

  • A first experience in Helpdesk in an international company is a plus

  • Knowledge of Active Directory, thin/fat client environments, Terminal Services

  • Good knowledge of Microsoft products including XP, Windows 7, Server 2003/2008 R2, Exchange 2007, Office suites

  • Experience of Mobile Device support and hardware (Laptop/Desktop) support

  • Good general knowledge of IT and IT terminology

  • Able to quickly build and maintain a rapport with users

  • A methodical approach to problem solving

  • Excellent customer service attitude

  • A motivated self- starter requiring minimum supervision, and takes responsibility

  • Presentable with good interpersonal, oral and written communication skills

  • A good team player who is both flexible and adaptable under pressure

  • Able to demonstrate a commitment to personal and professional development

  • Possess good analytical and problem solving skills


Are you interested in this position?


Please apply online giving the reference number 785979 in your application. If you need any further information on this role, please contact German Tolmachev (tel.: 089 286 74 290) from Robert Half Technology.


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