Service Desk Analyst – Frankfurt

Job Summary

Fitch Ratings, is currently hiring on a vacant job post of Service Desk Analyst – Frankfurt based in Frankfurt. Please read the job detail carefully before applying.

Job Title: Service Desk Analyst – Frankfurt
Company Name: Fitch Ratings
Job Type: Vollzeit
Job Location: Frankfurt
Salary:
Job Link Expiry: 2022-10-26
Posted on: jobsintelecom.net

Job Detail

Department Overview

The Global Service Desk is responsible for providing a high level of computing and telecommunications support, as well as implementing projects and technical initiatives for Fitch staff internationally. There are approximately 1,000 users in the US, as well as approximately 4,500 users in sites across: America, Europe, the Middle East, Africa, Asia, Australia and Latin America. Support and project work encompasses all sites as well as frequent interaction with IT staff in our offices globally.

Service Desk technicians are primarily responsible for resolving queries that are picked up by themselves from the telephone, ticketing system or have been assigned or escalated to them from one analyst to another. They are also responsible for completing various project related tasks as be assigned to them.

The Frankfurt Service Desk reports to the Service Desk Team Leader in Frankfurt.

This is a support role requiring working a shift rota (covering the operating hours of 8am – 6pm) with other technology and support staff, although work outside these hours will be occasionally be required.

Responsibilities

• Take and resolve requests over the telephone, face to face and via the ticketing system.
• Respond to and resolve requests within the specified time frame as logged in the ticketing system.
• Keep requests updated in system with progress on a daily basis including requests for escalation.
• Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
• Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
• Prepare written communications and documentation.
• Undertake research, document results and present to colleagues and Managers.
• Develop own technical knowledge to improve ability to resolve requests.
• Work with co-workers to increase knowledge across the Global Service Desk team.
• Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
• Recommend new methods or improvements based on own research, knowledge and possibly testing.
• Organise, implement and action project tasks as required within agreed timeframe.
• Expert knowledge on the local office setup.
• Enforces best practice in the office.
• Develop relationships with key members of the business, engages with business stakeholders and reinforces role of site expert.
• Co-ordinate Asset Management and stock taking tasks for the office.
• Manage third party providers for the office
• Occasional Major Incident Management.
• Supports Manager in recruitment.

Skills And Experience

• Positive can-do attitude with a mature and professional approach.
• Excellent troubleshooting and diagnosis skills.
• Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressurised situations either in person or on the telephone.
• Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyse data.
• Enthusiasm for and genuine interest in IT and technical support.
• Must also have excellent decision-making and problem-solving skills to manage multiple priorities.
• Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
• Strong eye for detail and an ability to follow procedures and implement them with users.
• Must also be patient and empathetic to the issues and concerns of others.
• Strong planning and organisational skills to enable proactive management of calls.
• Methodical approach with lateral thinking ability.
• Ability to cope with demanding situations.
• Willingness to be involved all aspects of IT

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