REQUIREMENTS:

• Customer-Focused Support: Experience in a customer-focused end-user support function covering EUC and software/OS installations and support.
• Incident Resolution: Proficiency in incident resolution, requests, changes, and problem-solving activities delivered within agreed service level agreements (SLAs).
• Microsoft Product Knowledge: Good knowledge of Microsoft’s product offerings, including high-level capabilities and competitor products.
• Windows 7 & 10 Support: Experience supporting Windows 7 and 10 using System Centre Configuration Manager (SCCM).
• Windows 10 and MS Office 365: Demonstrable experience supporting Windows 10 and MS Office 365.
• Provide EUC activities as part of TAF scope under onsite services
• Proven experience in Incident & Asset Management along with Imaging, PC & Software deployment
• Prior experience in a customer-focused end-user support role is valuable. This could include roles like Help Desk Technician, Desktop Support Specialist, or similar positions
• Great communication skills
• German & English language proficiency

KEY RESPONSIBILITIES:

• Application and OS Maintenance: Provide maintenance and support services for applications and operating systems, either directly to users or through service delivery functions
• Diagnostic Troubleshooting: Gather extensive diagnostic information, analyze problems, and resolve issues related to end-user computing (EUC) devices.
• Incident and Problem Management: Investigate and resolve incidents and problems affecting EUC devices, peripherals, and installed software.
• Performance Monitoring: Monitor and address performance-related issues
• User Training and Advice: Provide advice, training, and corrections (permanent or temporary) to users.
• Documentation and Enhancements: Update or create documentation, manipulate data, and define enhancements.
• Collaboration: Collaborate closely with colleagues specializing in different areas (e.g., database administration, network support), vendors, and third-party support provider