IT Service Desk Associate with German

IT Service Desk Associate with German (hybrid, Cluj-Napoca)

We are looking for an IT Service Desk Agent who will be responsible for providing various services related to Information Technology. This includes activities to adapt and harmonize hardware and software solutions and operating systems, for the existing application set or designed for the actual or estimated needs of other Steelcase employees, in order to meet user satisfaction in a timely manner. 

The Service Desk agent is the first point of contact for Steelcase employees who need assistance with the use of IT equipment and software solutions. Support requests can be made by phone, email, instant messenger, etc.

What You Will Be Doing:

• Assign or update priority code according to agreed priority table.
• Update the Incident/Request in the Incident Management System with details or progress on resolution. These incidents may include but are not limited to: software installation, software configuration, user account management across systems, user training, etc.
• Ensure that users are kept informed, through appropriate channels, of the progress and resolution of incidents/requests assigned to the Service Desk team/agent.
• Investigate, diagnose and research issues/requests from users and resolve them where possible using the available knowledge base, online resources (user communities, forums, etc.), team members or coordination/escalation with other relevant IT teams.
• Record incoming Major Incidents and escalate according to established procedures.
• Ensure proper user operation and compliance with Information Security Group policies.
• Attend meetings and training sessions.
• Ability to work independently or as part of a team as required to resolve specific issues for which no internal documentation is available.
• Be able to identify and report missing/ incomplete/ out-of-date documentation to the team.
• Keep the team informed of changes in technology that may affect the team.
• Follow the instructions given by the Operations Manager relating to the technical support role.

Who You Are:

• A minimum of 1 year's experience in an IT support role is preferred.
• You have strong Windows OS and MS Office skills.
• You have customer service skills (ability to listen), a sense of service and good interpersonal skills with internal and external customers.
• You have analytical skills (ability to analyze and synthesize).
• You have an advanced level of English and an intermediate level of German.
• IT / Technical University degree would be an advantage.

Benefits:

At Steelcase, we care about our employees and we want to recognize their effort through a significant package of benefits which includes fixed and flexible benefits (18.590 RON gross per employee/year).

Flexible benefits budget that can be spent on any of the following options:

• Reimbursement of your outside country vacation up to 6000 RON/year and vacation vouchers for Internal tourism
• Trainings and accreditation in accordance with your job description
• Reimbursement for public transportation or fuel
• Meal tickets
• Private pension
• Gift vouchers for special events according to the legislation: Christmas, Easter, 8th March, 1st of June
• Culture vouchers (for bookshops, theaters, cinemas, festivals, concerts etc.)
• Sports discounts for gyms, spa & relax, sport equipment and articles... and others.

Fixed benefits:

• 25-30 days of annual leave (depending on your seniority)
• Healthcare Subscription at Regina Maria: Expert Complete package
• Private Life Insurance, with coverage for temporary work incapacity and critical illness up to 90000 RON
• Private Health Insurance with coverage for hospitalization and surgery costs up to 8000 RON/year
• Financial support for special life events
• Work anniversary and birthday kits
• Learning & Development opportunities via Udemy, EdX, internal trainings etc.
• Office perks: well-being initiatives
• A hybrid model of work and flexible program.

Who We Are: