Associate IT Consultant - Service Desk (German Speaking)

Primary responsible for performing the following tasks or activities:
Incident Management - triage troubleshoot resolve and when necessary escalate IT-related issues that are reported by end-users from supported ContiTech locations either via phone email chat online ticket
Request Management - monitor progress of escalated requests to other IT Support Groups and proactively chase assignees of the request to drive timely fulfillment of the request
Access Provisioning - review fulfill and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. new hire access request additional access request for existing end-users)
Access Termination - review terminate and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. end-user resignation or termination access freeze for identified end-users)

Secondary responsible for performing the following task when Senior Associate IT Consultant Service Desk are unable to manage the task (e.g. staffing deficit engaged on an urgent issue):
Actively monitor and chase high severity incidents and urgent requests to ensure they are worked on continuously until resolution; provide regular updates to parties that need to be notified until high severity issue is resolved.

II. Continuous Improvement

Knowledge Management - report discrepancies (e.g. missing outdated inaccurate) with knowledgebase articles used by Service Desk Associates troubleshooting processes and procedures
Knowledge Management - assist in creating new and updating existing knowledgebase articles for Service Desk troubleshooting processes and procedures. 

III. Ad-hoc and Projects

Participate on IT projects where TE WW Service Desk MNL involvement is required

• Work on ad-hoc tasks that are of relevance to TE WW Service Desk MNL or Global IT Organization as assigned by IT Team Lead Service Desk MNL or Head of Service Desk MNL.

Qualifications :

I. Competencies - Required Knowledge

• Technical Knowledge - Knowledgeable with features and functionality and/or experience with the use of and troubleshooting issues on the following systems or tools: Active Directory Office 365 SAP PC Hardware and Software Infrastructure Services (Server and Network) ITSM Tools (BMC Helix).
• Methodical or Process Knowledge - Knowledgeable with and/or experience with non-technical concepts such as ITIL Framework Customer Service
• Proficient and Effective English and German Language Communication (Written and Oral).

II. Required Experience

• Education - Bachelors degree holder preferably in IT or Computer-related courses.
• Professional Experience - 3 years related work experience may come from Service Desk team from other organization (ITO or shared services) onsite IT support background (local or overseas) or junior application or infrastructure support personnel.
• Intercultural Experience - Comfortable working with diverse group of individuals who maybe of different nationality come from varying educational religious political background or gender orientation.

III. Important Required Capabilities

• Leadership Level - Leading Self / Individual Contributor
• Expected Behaviors or Capabilities - Quality Orientation Planning and Organizing Taking Ownership Collaborating
• Preferred Behaviors or Capabilities - Customer Orientation Problem Solving Communicating Effectively Eagerness to Grow and Learn

Additional Information :

Ready to drive with Continental Take the first step and fill in the online application.

Remote Work :

Yes

Employment Type :

Full-time