Requirement, Education and Experience

* Max. 35 years old
* Fluent in English; both oral and writing is a MUST
* Diploma or Bachelor’s degree (Information Technology or any discipline); six months to one year related experience and/or training; or equivalent combination of education and experience.
* Working knowledge of fundamental operations of relevant software, hardware and other equipment
* Knowledge of relevant call tracking applications
* Knowledge and experience of customer service practices
* Related experience and training
* IT-IL Certified is a MUST
* MCSE Certified is a Plus

Main Job Tasks and Responsibilities

ServiceDesk Area:

* Respond to incident calls and emails from users on desktop related issues
* Respond to requests for technical assistance in person, via phone, electronically
* Provide level 1 remote troubleshooting support on desktop issues
* Escalate unresolved cases to relevant onsite support team or Redirect problems to appropriate resource
* Document all reported incidents – identify trends to assist in future problem resolution
* Diagnose and resolve technical hardware and software issues
* Research questions using available information resources
* Advise user on appropriate action
* Follow standard help desk procedures
* Log all help desk interactions
* Administer help desk software
* Identify and escalate situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Prepare activity reports
* Stay current with system information, changes and updates

Administration Area:

* Coordinate IT budget.
* Monitor and analyze monthly operating results against budget.
* Coordinate the preparation of the IT actual revenues, and expenses.
* Coordinate the preparation of the IT forecasts.
* Coordinate IT Budget report

Key Competencies

* Oral and written communication skills
* Learning skills
* Customer service orientation
* Problem analysis
* Problem-solving
* Adaptability
*
Planning and organizing
* Attention to detail
* Stress tolerance

If you meet the above criteria, please send your current CV including a recent photo to us: careerbayer_id@bayer-ag.de

Please mark in the e-mail subject with : [IT-SD]

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