IT Service Delivery Technician (German - Speaker)

The main responsibilities of a IT SERVICE DELIVERY TECHNICIAN (GERMAN-SPEAKER) include:

• In the performance of respective tasks and duties, all employees are responsible for the following:
• Implementation and fulfillment of all regulatory, health, and safety requirements
• Implementation and fulfillment of all company policies and procedures, including those outlined in our Employee Handbook.

Technical Support:

• Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
• Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency.
• Inform users of unusual IT service interruptions.

Incident Management:

• Analyze incidents to determine the initial cause; solve problems directly or route incident tickets to the responsible support area.
• Follow up on all incidents to ensure they are resolved promptly, in line with the company's IT group service level agreements.
• Ensure that tickets are created for relevant incidents or service requests.
• Efficiently manage incidents and service requests to ensure they are promptly addressed.
• Document incident resolutions for future reference in the ITSM tool.

Customer Experience:

• Accountable for improving the customer experience throughout the lifecycle of a service request or incident.
• Ensure customer expectations are met or exceeded.
• Review survey feedback to improve services and ensure staff are meeting defined metrics.

Administrative Tasks:

• Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and others.
• Prepare and maintain documentation for use by customers and IT personnel.
• Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.

Project Participation:

• Participate in projects throughout the company's group as requested.