Service Desk Analyst- German Language specilaist

European JD Template

IT Service Support Analyst

Role Overview
The IT Service Support Analyst will be responsible for providing first and second line IT support and response services to a very demanding user-base across LKQ Europe. The role will deliver a positive customer experience through the swift and efficient resolution of problems and issues.

Key Responsibilities
Customer Service Support
Receiving and responding to a range of requests for IT support.
Providing information to resolve, meet requests, or investigate to promptly resolve and escalate as appropriate.
¢ Maintaining information and recording, tracking, monitoring and reporting as appropriate.

Service Level Management
¢ Monitoring and logging the actual service provided against expected service level agreements (SLAs).

Incident Management
¢ Prioritizing and diagnosing incidents.
¢ Investigating causes and either resolving or escalating as required.
¢ Facilitating recovery, following resolution.
¢ Documenting incidents to agreed procedures.

Request Management
¢ Prioritizing requests.
¢ Consulting and confirming request details as required.
¢ Facilitating request resolution within agreed service level targets.
¢ Documenting requests to agreed procedures.

Problem Management
¢ Initiating and monitoring actions to investigate and resolve problems.
¢ Determining fixes/remedies.
¢ Solving and/or assisting with the implementation of agreed remedies and preventative measures.

Systems Installation/Decommissioning
¢ Undertaking routine installations and de-installations of items of hardware and/or software.
¢ Documenting details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

Quality and Conformance
¢ Generating, producing, and distributing reports.
¢ Using measurement tools for routine analysis of data.
¢ Identifying and implementing improvements to data collection methods.

Performance
¢ Undertaking and completing all reasonable requests and tasks within the capability of the postholder.
¢ Continuing professional development to develop own skills and competencies in the role and for career progression within LKQ IT.
¢ Supporting the development of others within the team.
¢ Embedding and embracing LKQ Europes cultures and values as we move towards one company with shared visions and goals.

Key Stakeholders
¢ All employees of the LKQ Corporation Group of Companies.
¢ Suppliers and Contractors to the LKQ Corporation Group of Companies.
¢ IT Functional teams.

Skills and Experience
¢ Minimum 2+ years experience in a first/second line service desk response role.
¢ Technical and/or commercial education ideally in information technology.
¢ Knowledge and understanding of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics.
¢ Setting up of new equipment and upgrading existing systems.
¢ Experience/knowledge of the ServiceNow ITSM platform or similar and all related processes.
¢ The ability to be able to conduct customer contact calmly and professionally and to ease concerns or complaints even under highly stressful and difficult circumstances.
¢ Strong written and verbal communication skills.
¢ Calm, proactive and participative approach for solving operational problems and issues.

Key Details

Other Requirements:
This is a permanent role.

Location:
Europe

Reporting to:
IT Service Support Team leader or IT Service Support Manager