IT Help Desk Specialist

Principle duties and responsibilities :

• Provides Technical remote 2nd level support on BMW web-based applications to manage engineering data
• Analyses and distributes tickets among the development team
• Monitors SLA compliance of the team reaction
• Communicates the solution to the ticket initiator and is responsible for the ticket lifecycle
• Attends required technical training sessions and makes effective use of KBs to address issues
• efficiently
• Complies with schedule adherence to ensure the overall service level targets are achieved
• Identifies and provides input on unique (or) recurring user problems

Knowledge, Skills and Abilities:

• Working knowledge of web-based applications
• Working knowledge of ticketing systems (e.g. Remedy, ServiceNow)
• Working knowledge and understanding of policies and procedures and the ability to determine the
• course of action based on given guidelines
• Ability to analyse and solve technical problems by investigating potential solutions using
• troubleshooting skills
• Good organisational skills
• Good Analytical & Cognitive skills
• Excellent customer handling skills
• Ability to learn new products and technologies

Minimum Qualification (Primary):

• Ability to communicate in English (min. B1 level)
• 2+ years of support experience
• 1 to 2 years of experience in troubleshooting issues related to software
• Candidate should have good multitasking skills and technical knowledge

Preferred Qualification (Secondary):

• Ability to communicate in German
• Excellent communication skills
• Experience with using Remedy
• Good customer service and multitasking skills
• Ability to adjust quickly to changing priorities and make quick decisions with limited information to
• determine the course of action based on given guidelines
• Ability to analyse and solve technical problems by investigating potential solutions using
• troubleshooting skills
• Background knowledge in manufacturing or automotive industry