• IT Service Desk Analyst Level 2 - Fixed Term Contract 12 Months

    Job Locations DE-BR-Potsdam
    Requisition Post Information* : Posted Date 2 weeks ago(11/28/2018 9:25 AM)
    Requisition ID
    2018-34070
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    Opel Vauxhall Finance’s vision is to meet the mobility needs of our customers through financial services solutions for the Opel and Vauxhall brands.

     

    Our Strategic Priorities focus on the development of our people, performance delivery, penetration, efficiency, customer loyalty and protection - maintaining strong risk management and compliance practices.

     

    We promote a collaborative culture of people who actively contribute with integrity. We are agile, open minded and adaptive to deliver at pace, with customers at the heart of all we do.

     

    The purpose of this role will be to provide 1st & 2nd level support as part of the Service Desk team based in Potsdam

    Responsibilities

    • Be readily available to answer phone calls, emails and web portal requests from the users in a professional and efficient manner.
    • Provide timely, first call resolution to technical support issues while following company standards.
    • Deal with advanced technical incidents assigned from Level 1 Service Desk Analysts.
    • Escalate incidents to Resolver groups and 3rd parties.
    • Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved.
    • Maintain a high degree of customer service for all support requests.
    • Log and monitor all incidents to aid in identifying potential problem trends.
    • To remotely control users PC’s to investigate, diagnose and resolve issues.
    • To offer cover / support to the Desk side support members.
    • Add fixes and known errors to the Knowledge base.
    • Manage all aspects of the your own performance e.g. incident handling, quality, timekeeping and absence reporting
    • Identify any training requirements to help with your role and to develop your skills.
    • May be required to a shift pattern (including weekends) and offer on call support.  

    Security & Compliance

    • Ensure that the Service Desk processes and procedures are followed in compliance with GMF security and audit requirements
    • Be familiar with and support OVF Security Policies
    • Understanding and promoting the OVF policy on Treating Customers Fairly (TCF).
    • To ensure ongoing adherence to all relevant compliance regulations that may govern the OVF business and complete all regulatory knowledge training where applicable in a timely fashion

    Qualifications

    • A strong focus on service delivery and customer satisfaction
    • Good attention to detail with a methodical and thorough approach to work
    • Ability to stay calm under pressure
    • Organized and good at juggling tasks and prioritizing
    • A great team player
    • A desire to show initiative
    • Highly organized with excellent communication skills
    • Great communication skills
    • Enthusiastic and passionate about their work
    • Good analytical and troubleshooting skills are required

    Technical Skills:

    • Has the ability to provide Level 2 IT support
    • A good knowledge of IT systems and infrastructure with an ability to learn new tools/areas quickly
    • Strong knowledge of Microsoft based operating systems and suites
    • An understanding of the Business Applications that will be supported, i.e. SRS, MAPS
    •  Fluent in German and English

    Overview Of:

    • Understanding of ITIL Best Practice for Service Desk
    • Understanding of key ITIL Service Management areas

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