ILF Beratende Ingenieure

About ILF Beratende Ingenieure

The ILF Group is an internationally active indipendent engineering and consulting firm, which supports its customers in successfully realizing technically demanding and complex industrial and infrastructure projects. ILF has more than 2,000 highly qualified employees in more than 40 offices all over the world. From now on we’re searching for an IT Helpdesk Team Lead (m/f/d) in fulltime in permanent employment for our office in Munich. Day to day management of the Helpdesk team Define the Service Quality of the 1st- and 2nd-level-support, together with the IT team lead, and make sure that these standards are kept on a day to day basis. Managing and steering of the Helpdesk team in order to satisfy defined SLA’s within ILF Germany and establish an excellent Service Quality. Performance monitoring for the Helpdesk team and the “ticketing flow”, in the form of weekly meetings. First point of contact in regards to organizational and IT-specific questions for the Helpdesk team. First point of contact in regards to improvement suggestions and service feedback for users. Responsible for functional or hierarchical escalations of IT service requests. Define KPI’s and create reports for IT team lead. Identify gaps in knowledge and staffing and address them. Establishing, developing and keeping up an excellent service quality Identify and describe potential for raising the service quality level. Identify and describe potential for raising effectiveness and efficiency within the Helpdesk team. Defining and implementing processes and workflows to establish and develop an excellent service quality. Develop a “customer first” mentality within the Helpdesk team. Managing tools used for 1st- and 2nd-level-support (e. g.remote control tool, ticketing system) and ensuring that these tools are providing assistance in keeping an excellent service quality. Suggest IT related improvements for a better user experience. Suggest improvements for optimizing daily Helpdesk work. Try to adopt ITIL Best Practises wherever possible. Participation in 1st- and 2nd-level-support Working on incidents and requests stated by users via ticketing system, email or phone. User support for hardware and software incidents. Entering solutions into a solution database. Deploying new laptops / workstations with the help of a software distribution system. Informing users about IT related problems / maintenance works / changes. Asset and inventory management of IT related equipment. Creation of manuals / guidelines for users. Perform rollouts for new software / hardware / operating systems. completed vocational training in professional field IT. two years plus experience of working in a Helpdesk position, ideally with ~250 users and computers to support; first team leading experience desirable. very good German and English knowledge in speech and writing experience with Microsoft Client products administration of Windows 7 / Windows 10; administration of Windows server 2012 R2 / Windows server 2016 desirable deploying operation systems and software with SCCM administration of centrally managed printers knowledge in Office 2016; knowledge in Office 2019 desirable administering Skype for Business clients administering user accounts, computer accounts and groups within Active Directory administering mailboxes in Exchange 2016; desirably in Exchange Online ITIL Foundation knowledge driver license Softskills high ability to motivate yourself and others high ability to coordinate a team, taking into account workload and priorities for each team member high communicative abilities ability to tackle issues and problems in an analytic approach “customer first” mentality ability to work independently complete awareness of the role including all duties and responsibilities self-organizational skills (e.g. adhering to deadlines, defining priorities for yourself, etc.) ability to work well under pressure and at a high work rate will to learn and improve

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Legal Form: GmbH

Company Size: 1001 - 5000

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