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Vacancy Details

IT/Software

108046 - German Service Desk Support - Galway

Contract Type: Permanent
Sector:
Location: Galway
Date: 2/06/2020
Job Reference: 108046
Contact Name: Dee Curley
Contact Email: dee@hero.ie

Job Description

German Service Desk Support - Galway - 108046
Service Desk Support II (German)

Our client, a medical device company in Galway are currently looking to recruit a German speaking desktop support


Description
The Global Service Desk Tier II Analyst based in Galway, Ireland is bilingual (English / German) and responsible for providing basic and advanced service desk functions businesses globally. The responsibilities of the role will include troubleshooting hardware, software, networking and other computer related issues, mobile device support, application account creations, ticketing and metric tracking. The role holder will open; track and close service desk tickets, and effectively manage status updates and requests, while reporting back to the customer. The position requires ability to work a flexible shift, which may include evenings and/or weekends. Under direct supervision, the role holder will develop, test, implement and support various customer support services, programs and technologies.

This job function has accountability for complying with the applicable elements of the Global Quality Framework and the Corporate Quality Management System (QMS).


Key Responsibilities
  • Troubleshoot hardware (company issued equipment), software, networking, remote access & terminal server connectivity issues in addition to providing mobile devices support for all employees and any third party consultants
  • Client account creations, password control, right issuance via AD groups and internally used company application account creations
  • Assist with quality assurance and collaborate with other departments
  • Manage (open, assign, update, resolve, close) tickets in the current service desk system and ensure timely resolution of issues or escalation to proper group for additional support while reporting back to the customer
  • Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement
  • Provide escalated support for enterprise applications and network related issues
  • Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures
  • Assist in the delivery of training programs in collaboration with Application and Network Technologies
  • Assist in the development of documentation, including appropriate policies and procedures for training and support programs
  • Assist in the assessment, determination and documentation of customer requirements for services provided by Information Technology Support Services
  • Provide remote telephone support
  • Abide by all GIS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures
  • Undertake any other duties reasonably requested to meet business needs

General Responsibilities
  • Self-motivated, team oriented approach, able to operate effectively in a busy environment
  • Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
  • Works under direction to produce solutions in support of customer service level agreements
  • Works proactively and uses own initiative to ensure business needs are met effectively
  • Ensures all solutions adhere to applicable change control requirements
  • Addresses immediate service needs of all end users regardless of Business Unit affiliation
  • Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Self-motivated and team oriented approach, able to work well with direction and independently
  • Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems
  • Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
  • Carries out duties in compliance with established business policies
  • Demonstrates commitment to the development, implementation and effectiveness of Quality Management System per ISO, FDA, and other regulatory agencies
  • Responsible for exhibiting professional behaviour with both internal/external business associates that reflects positively on the company and is consistent with the company’s policies and practices
  • Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
  • Perform other duties and projects as assigned

Requirements
  • Fluency in German essential
  • A degree or equivalent qualification in Computer Science or related discipline; or relevant work experience
  • Significant experience of providing customer service, service desk, computer training and PC / desktop support in a high output, dynamic environment
  • Experience of working in a team oriented service desk environment, with the ability to positively contribute to cross functional teams
  • Able to learn new processes quickly, committed to keeping knowledge and skills up to date
  • Understanding of the following technologies:
  • Active Directory user functions (ADS and Exchange).
  • Windows Operating Systems (XP, 7, 10, Server 2003/2008/2012)
  • Microsoft Office software (Outlook, Word, Excel, PowerPoint and Skype for Business)
  • Knowledge of anti-virus / anti-malware programs
  • Wireless technology
  • Previous experience supporting personal computers on Windows XP, Windows 7 and Windows 10 Workstation operating systems in a networked environment
  • Experience troubleshooting computer hardware, software or network

Desirable
  • SOX compliance knowledge
  • ITIL framework knowledge
  • Support bespoke/in-house software systems
  • ServiceNow knowledge

For further information on this German Deskside Support role in Galway please contact Dee Curley on 086 7902191 / dee@hero.ie

Check out all our open jobs on our HERO Recruitment website – https://www.hero.ie/
Please Note: HERO Recruitment will not forward your details to any company without your prior approval

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“I have worked with HERO recruitment (formerly HERO recruitment) for a number of years both within my current and previous position. I have always found HERO recruitment excellent to partner with, the consultants know our industry and cultural fit and can therefore successfully source high calibre candidates to match our open vacancies. I find HERO recruitment very professional to deal with and any candidates I interview who are sourced by HERO always have a positive recruitment experience”.

Moira Faherty,
Human Resources Manager
Chanelle Group

“My very first impression was that I was dealing with a recruitment company who were extremely professional, supportive and knowledgeable of the role for which I was applying. Not only were the responsibilities of the role explained to me in great detail, but they also went to great lengths to really understand the depth of my technical, managerial and leadership experience and capabilities. What impressed me the most was their personal touch in building a strong relationship with me as a candidate and in maintaining regular contact with me on the status of the role throughout the application process”.

Adrian Rice,
Engineering Manager 
Boston Scientific

“HERO have been a key strategic recruiting partner to Hollister ULC over many years. During our continued growth and expansion at our facility in Ballina, Hero have worked closely with us to really understand our recruiting needs, the calibre of talent we are looking for, and the fit for our Hollister culture. HERO have successfully sourced and placed candidates for us into Research and Development, Project / Process Engineering, Supply Chain and key Management roles.  They have a very experienced and professional team, and bring an excellent regional, national and international perspective”. 

Tom Horkan,
Asst. HR Manger
Hollister ULC, Ballina, Co. Mayo

"From the first prompt call-back to the ultimate congratulatory call to inform me of a job offer, Karl was an absolute professional; sound advice, solid research and knowledge of companies, unwavering persistence and friendly encouragement. West is best, so for anyone looking for a technical role, talk to Karl"

Fiachra Collins
Computer Vision Algorithm Team Manager
Valeo

“HERO Recruitment continues to be a valued partner in supplying high calibre candidates to all three Boston Scientific sites in Ireland. In particular they have been successful in delivering on specific roles for key project scale-ups. HERO has also provided on-site recruitment presence during increased activity when required and consistently operate in a highly professional and competent manner”.   

Lorraine McDonnell,
Senior Talent Acquisition Specialist
Boston Scientific 

“HERO Recruitment were instrumental in sourcing and delivering key talent to the organisation and enabled us to meet our key deliverables within our start-up phase. They thoroughly understood our culture and constantly over delivered on our expectations. Our partnership with HERO Recruitment has without a doubt been  a professional and collaborative one. HERO exceed themselves in all aspects of recruitment and are an absolute pleasure to work with”.

Christine Power,
VP of Human Resources
Pivot

“HERO recruitment is an extension to our talent acquisition team. From hiring strategy meeting to the induction of the right talent, the HERO recruitment team provide an exemplary service. They are knowledgeable about our business needs, responsive and thorough. A true talent acquisition partner”. 


Orla Keady-Giblin,
Human Resources Manager
Ingersoll Rand – Thermo King

I am extremely grateful to Anne-Marie at HERO Recruitment for helping me land an opportunity in Ireland. She had a great deal of information regarding the job profile, was extremely prompt in arranging an interview and followed it up brilliantly. She was an excellent point of contact between the employer and me during the whole process. She has good knowledge about the process and was well aware of the timelines. I would recommend Anne-Marie, HERO Recruitment to anyone who is looking for opportunities in the country

Nikhil Pradeepkumar
Optical Engineer
Valeo Vision Systems
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