INTERNSHIP: IT SERVICE DESK ANALYST with GERMAN and English

Short company description

Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal—to create groundbreaking solutions that leave our world in a better place than we found it. Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure. A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide. Together, we’re changing the world, and we have all the resources to help you achieve your professional goals. Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson. Join our team and start your journey today.

Requirements

- University studies, preferable in IT domain.
- Advanced ENGLISH and GERMAN
- 0,6-2 years experience in technical support via phone (call-center model).
- 0,6-2 years experience working with Microsoft operating systems and applications.
- Work experience with Microsoft products as: Exchange 2000/2003, Microsoft Office (including Outlook).
- Experience to train end-users via phone on how to work with hardware and software systems.
- Experience in supporting PDAs (Blackberry, iOS devices).
- Hardware knowledge including laptops, desktops and servers.

Responsibilities

- Provides primary IT technical support for a community allover Emerson, in respect of agreed SLAs, based on the four levels of impact;
- Handles a number of 4 communication channels, to receive our customers’ issues/requests (e-mail, telephony self-registered and live-chat) and logs these request as interactions in the Service Desk logging system. Based on the information collected from customers, ensures accurate cataloguing of the requests handled and creates incidents/ requests or updates the existing ones.
- Provides basic troubleshooting steps, gathers relevant data from users and educate them on usage before assigning the request to the responsible Tier 2 or Tier 3 workgroups;
- Researches hardware and software problems for end users by applying standard procedures and best practices; Among others, the following items will be supported:
o Account requests;
o Microsoft Office Products;
o Networking/ Connectivity (Exchange, AD, Wi-Fi, etc.);
o VPN Connectivity ;
o Windows Environment;
o Blackberry and iOS devices support;
o Hardware such as Laptops, Desktops, Peripherals, etc.
- Ensures Emerson IT Shared Service's Service Level Expectations are maintained;
- Provides users with updates as requested and documents this in the service ticket.
- Based on routing documents, routes and/or escalates more complex requests to the appropriate Tier 2 or Tier 3 support workgroup providing case documentation and significant information regarding performed steps.
- Identifies the opportunities for procedure and processes modification and improvement and escalates these to T2/supervisor. Records, tracks and documents all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Actively participates at team meetings and weekly action of Quality of Service analysis (misrouted tickets) and procedure updates, becoming aware of the received feedback, in order to improve the quality of his/her performance;
- Other duties as assigned.

Other info

Job purpose: The ITSD T1 Analyst works in the Global Team of ITSD.
As a member of this team, the analyst is the first point of contact for IT issues and requests, for Emerson IT community of users and also tries to solve issues or requests, according to established procedures, using the knowledge base, personal experience and IT best practices.