Service Desk Support for Frankfurt asap (w/m)

On behalf of our client in Frankfurt we are looking for IT support asap.
- Providing support for incidents in the infrastructure, workstations and applications/systems areas.
- Reacting professionally and quickly for incidents according procedures and ITIL best practice, execute investigation & diagnosis, restoring , performing service requests, monitoring the status and progress towards resolution of assigned incident. Cooperation with users, IT departments in different Group location, cooperation with the Group external service’s suppliers.

Service Desk Analyst daily tasks:
• Create and managing the incident tickets after proper problem/incident validation.
• Categorize incidents acc. Categories tree
• Prioritize incidents acc. Group priority values
• Execute an initial diagnosis and finding the causes for the incidents
• Resolve the incidents and restore services acc. Service Desk procedures
• Functional and Hierarchical escalation
• Identify must-do requests for changes
• Route the incident tickets to correct support groups (2nd Level Support)
• Ensure that the incident tickets are updated on regular basis.
• Contact end users for service recovery confirmation
• Manage communication with end users
• Close the incident tickets
• Execute service requests
• Gather and prepare knowledge base articles
• Support continuous improvement program

Requirements:
- Preferred higher ICT education plus experience in similar position.
- Required fluent English knowledge, knowledge of German is well seen.
- ITIL Foundation knowledge
Bitte schicken sie ihren Lebenslauf an Tom Sander , auf unser Webportal https://www.recruiting-randstad.de/generator.php?id=312 oder per Post. Für Rückfragen stehe ich ihnen jederzeit gerne zur Verfügung.
Mehr Informationen zu Randstad finden sie unter www.randstd.de.
Randstad Deutschland
Reichskanzler-Müller-Straße 21
68165 Mannheim
Telefon: 0621 72847924