IT Service Desk Responsible

BSH Ev Aletleri Sanayi ve Ticaret A.Ş.

• University degree,
• Preferably 2 years of experience in related fields,
• Fluent in English is a must, German knowledge is an asset,
• Good knowledge of MS Windows and MS Office,
• Good IT competencies, strong analytical skills and problem solving abilities,
• Good verbal and written communication skills,
• Inclined to team work, good communication & negotiation skills,
• No travel restriction.

İŞ TANIMI

• Driving the efficiency and effectiveness of the incident management process,
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by creating ticket using Global Incident Management tool,
• Uses the appropriate categories for logging incidents and requests,
• Ensures that all incidents are progressed consistently according to their priority status,
• Monitors the status and progress toward resolution of all open incidents,
• Confirms resolution and closure of incidents,
• Documents resolutions and updates self-help and staff knowledge bases,
• Grows general knowledge of current corporate and facility-specific products, increasing ability to resolve requests on first contact,
• Provides after hours and on-call support as needed,
• Performs other duties as assigned,
• Developing, coordinating and promoting incident management activities across BSH-TR.