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User Help Desk (f/m/d)

Date: 08-Apr-2021

Location: Chicago, US

Company: Deutsche Börse Group

Field of activity

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.


Tasks/responsibilities

  • 1st and 2nd Level Support in German and English 
  • Recording of reported Incidents and support requests 
  • Ensure incident information is recorded completely as well as the resolution 
  • Analyse, resolve or forward reported incidents and support requests 
  • Follow up on forwarded incidents 
  • Ensure knowledge database is maintained 
  • Ownership and responsibility of User satisfaction 


Qualifications/required skills

  • University degree in computer science or a comparable education 
  • Experience in providing IT-Support (User Helpdesk – 1st & 2nd Level) 
  • Excellent Windows 10, MS-Office and other Microsoft products knowledge 
  • Experience in working with and supporting end user devices (notebooks, tablets, Mac, iPad) 
  • Experience supporting iOS & android mobile devices 
  • Experience with SAP ticket system and remote tools 
  • Excellent English language communication skills (Verbal and Written) 
  • Optional verbal language skills German/Czech/French would be an advantage 
  • Analytical thinking & problem resolution skills 
  • Strong service, resolution and target achievement drive 
  • Strong social Competence, self-motivation and assertiveness 
     


Nearest Major Market: Chicago