Call-Entry IT Specialist

Working at Freudenberg : We will wow your world!

Responsibilities :

• Provide IT Service Desk support by phone, email, MS Teams, or in person. Resolve issues under guidance and with work instructions (incidents and service requests) within the defined EagleBurgmann KPIs and SLAs, and to the end user’s satisfaction.
• Junior Service Desk Agents must have a solid and general technical understanding and knowledge, effective communication skills, to understand the issue and explain solutions in a user-understandable language. A strong customer orientation and patience dealing with difficult customers are mandatory.
• Monitor defined queues and respond effectively to raised issues in the ITSM Tool ServiceNow within the agreed SLAs. Enforce and foster the usage of the IT Service Desk system by encouraging users to log tickets in self-service and strictly adhering to the ‘no ticket, no action’ philosophy.
• Process and functionally escalate tickets based on their priority. Ensure that the IT Service Desk tickets always have accurate settings for urgency and impact, resulting in an adequate and rule-based defined priority. Modifications are only carried out based on the valid regulations provided in a ticket handling guideline.
• Ensure the EagleBurgmann IT KPIs and SLAs are met on a daily basis, monitored and reported through the defined IT SM dashboards in ServiceNow, controlled by local Incident Control.
• Modify configurations, utilities, software default settings,… for the local client hardware or other IT equipment under guidance.
• Assist onboarding of new users by enforcing adherence to the proper onboarding procedures with cloud services and ensure the new user has access rights to the requested IT services.
• Maintain asset inventory data for end-user equipment, smartphones, software, and software licenses in ServiceNow.
• If applicable, write basic work instructions, training manuals, and knowledge base entries in ServiceNow and share this knowledge with other Service Desk Specialists and end users in internal training sessions.
• Report severe issues to the global IT (senior) Management Team in hierarchical and functional escalations.
• Ensure adherence to the EagleBurgmann Software Core Client.
• Assign users and computers to requested relevant groups in Active Directory under guidance.
• Perform client hardware and software upgrades as required or requested by standard work instructions.
• Ensure quality and best practices by applying global EagleBurgmann IT standards, knowledge base information, and proven best practices as solutions to issues.
• Provide occasional end-user support outside of standard hours if critical circumstances arise.

Qualifications :