Call-Entry IT Specialist

Provide IT Service Desk support by phone, email, MS Teams, or in person. Resolve issues under guidance and with work instructions within the defined EagleBurgmann KPIs and SLAs, and to the end user’s satisfaction.

Requirements

• Provide IT Service Desk support by phone, email, MS Teams, or in person
• Resolve issues under guidance and with work instructions within the defined EagleBurgmann KPIs and SLAs, and to the end user’s satisfaction
• Monitor defined queues and respond effectively to raised issues in the ITSM Tool ServiceNow within the agreed SLAs
• Enforce and foster the usage of the IT Service Desk system by encouraging users to log tickets in self-service and strictly adhering to the ‘no ticket, no action’ philosophy
• Process and functionally escalate tickets based on their priority
• Ensure that the IT Service Desk tickets always have accurate settings for urgency and impact, resulting in an adequate and rule-based defined priority
• Modify configurations, utilities, software default settings,... for the local client hardware or other IT equipment under guidance
• Assist onboarding of new users by enforcing adherence to the proper onboarding procedures with cloud services and ensure the new user has access rights to the requested IT services
• Maintain asset inventory data for end-user equipment, smartphones, software, and software licenses in ServiceNow
• Report severe issues to the global IT (senior) Management Team in hierarchical and functional escalations
• Ensure adherence to the EagleBurgmann Software Core Client
• Assign users and computers to requested relevant groups in Active Directory under guidance
• Perform client hardware and software upgrades as required or requested by standard work instructions
• Ensure quality and best practices by applying global EagleBurgmann IT standards, knowledge base information, and proven best practices as solutions to issues
• Provide occasional end-user support outside of standard hours if critical circumstances arise

Benefits

• we will wow your world!