Position: User Support Specialist (German language) (Poland)
Company: Tallium
Experience required: 3y
Category: Support
English level: intermediate
Published: 2020-12-01T00:00:00+02:00

The IT service desk is responsible for providing User Support for all bank employees globally. Focus area is to handle incident life cycle promptly & efficiently for Infra related issues and most importantly, enhance user experience.
Responsibilities:

- Act as Expert and making sure all End users tickets to be resolved with Technology Service Desk.
- Swift troubleshoot experience with WIFI, printing, network issues, shared drives /mailboxes
- Act as Expert and making sure all End users tickets to be resolved with Technology Service Desk
- Root cause analysis, attend weekly global call with L2 / L3 and Engineering
- Liaise with Product Owner or Engineering
- Confident communicator that can explain technology to non-technical audience by understanding client needs and translating this into products and services
- Define workarounds for known errors and initiate process improvements
- Provide workstation support (Thin Clients, DTP desktops/notebooks, Bring Your Own Device as well as Mobile Devices)
- Assist with Desktop Virtualization projects as in BOYD/ UBS iPads / Remote Connection solutions
- Support two-factor authentication based on a user certificate with keys stored in secure hardware features (BYOD)
Skills:

- 4+ years of End User support experience, preferably in a large organization
- Proficient in German language (Verbal/Written)
- Very good English language (Verbal/Written)
- Hands on experience on application level troubleshooting
- Profound experience in MS Office 2010 application suite (MS Project, PowerPoint, Access, Excel 64 bit, Word, OneNote, Outlook), Office 365, Splunk, Citrix and Skype for Business
- Hands on experience in troubleshooting Password, Windows 10/ 7 and 2016, MS Outlook, O365, Skype and mobility products for end user applications
- Knowledge of ticketing tool (GSNOW or any other)
- Strong team player with service-oriented attitude and customer focus
- Demonstrates analytical, problem solving and documentation skills