End User Support Specialist

Your area of work
Corporate IT of Deutsche Börse Group is in charge for end user workplace experience, voice & communication, application development and operations for all group processes such as Financial Core, Customer Care, Control & Corporate Processes, as well as Deutsche Börse Group’s Reference Data Platform. We also develop and operate our Enterprise Analytics and Digital Boardroom which are the core of sharing and measuring our group’s success. Our mission is simple – Make IT Run!
We are passionate in running our existing IT Landscape and exploring every day what makes DBG as a company, and thus all our colleagues, run better – simplify and automate processes, use modern technology and devices, and make collaboration fun. We are driven by user experience, performance, stable operations, and a high degree of Information Security and Compliance.
 
You are passionate about Technology and Great Customer experience, strive for accountability and like to shape the Best User Helpdesk in the Financial Industry?
You have experience in providing a customer focused support in a technical User Helpdesk?
You understand how Windows 10, Microsoft products, and native end user devices work? 
You want to join a team which is dynamic, customer and technology-oriented, with the ambition to provide the best user helpdesk in the Financial Industry?
Then join our team, help our employees efficiently and effectively resolve problems with your knowledge, ambition and user friendly support.

Your responsibilities

• 1st and 2nd Level technical Support in English 
• Ability to provide exceptional technical user support.in a fast-paced environment where timely resolutions of issues is essential for a professional service and positive user experience. 
• Adept at analysing complex issues proposing effective solutions and/or forwarding incidents and support requests.
• Manage and prioritize high volumes of support tickets with attention to detail, ensuring prompt resolution and excellent end user support. 
• Ensure incident information and support requests is recorded/maintained completely for support activities, resolutions, and configurations. 
• Follow up on forwarded incidents. 
• Adhere to established IT policies, security protocols and procedures when assisting and supporting technical issues. 
• Ability to muti task in a dynamic environment and consume/understand large amounts of information for daily tasks.
• Ensure knowledge database is updated and maintained. 
• Ownership and responsibility of User satisfaction
   

Your profile

• University degree in computer science or a comparable education.
• Experience (2-3years) in providing IT-Support (IT Helpdesk - 1st & 2nd Level).
• In depth knowledge of windows operating system, proficient in hardware diagnostics and troubleshooting software applications.   
• Excellent Windows 10, MS-Office, and Microsoft products knowledge.
• Experience in working with and supporting end user devices (notebooks, tablets, Mac, iPad).
• Ability to support iOS & android mobile devices.
• Strong service, resolution, and target achievement drive with demonstrated ability to handle multiple priorities diligently. 
• Experience with SAP ticket system and remote tools.
• Highly organised, analytical thinking individual with attention to detail and excellent problem resolution skills.
• People orientated individual who can thrive in a global team environment and contribute positively to a dynamic work environment.
• Excellent English language communication skills (Verbal and Written)
   

Dedication, team and communication skills, flexibility as well as competent handling of MS Office applications round of your profile. There are numerous good reasons to work for us: responsibility at an early stage, hybrid working model, attractive benefits, an international working environment and a broad variety of career opportunities.

NOTE:  This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.