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Frankfurt am Main, 20.05.2021 12:00:00

Frankfurt School of Finance & Management is a research-led business school with university status, internationally accredited by EQUIS, AACSB International and AMBA. We provide a comprehensive range of educational and advisory services to students, executives, graduates, members of the general public, customers and partners from around the world. Our Office of the CIO requires, initially scheduled for 24 months, a

FS Service Desk Agent: IT Support (f/m/x)

to join our vibrant community and support our modern, dynamic and rapidly evolving infrastructure. This is an excellent position for those who enjoy working with customers to solve problems and move things further. For our busy and hard-working staff, we would love to have agents who handle requests with poise, who can break problems down into manageable steps and people who think - all the while having a healthy interest in learning how our tech setup works and making sure our staff is continuously well-equipped to successfully complete their tasks.

Your tasks
  • Troubleshooting – you are able to troubleshoot any problem that comes their way. This requires asking good questions and actively listening in order to determine the real problem the customer is facing
  • Technical expertise – Experience with Windows, Linux, and / or MAC, m365; Experience with the management of user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance
  • Conflict management – you should be adept at conflict management, especially in real time. Unavoidably, customers will be frustrated or feel helpless when they reach you, you should be able to calm them down easily and respectfully, listen carefully and troubleshoot
  • Communication – being an excellent communicator is not a side project for you, it is at the core of what you do. You should be fluent in either German or English both verbally and in writing. You should also continuously work on learning the domain language of your customers and colleagues: students, faculty, and our administrative staff. We are a diverse group of individuals who appreciate being heard and will always value honest feedback and updates over quiet work in the background
  • Multitasking – successfully providing technical support often involves juggling multiple tasks at once, so you should also be comfortable with switching between conversations and communication channels (phone, email, Teams chat…) on a regular basis
  • Relevant education in information technology OR experience working as an IT service desk agent for longer than a year within a corporate setting (for the same company
  • Proficiency in either English or German with good knowledge of the other language (and interest in developing it further)
Your profile
  • Individuals and interactions over processes and tools
  • Simplicity and practicality: start where you are, observe, think and act
  • Customer collaboration over contract negotiation
  • Collaboration, knowledge sharing and promotion of visibility
  • Responding to change over blindly following a plan
  • Feedback and iterative progress.
Are you interested?

If you are interested, please send your application (CV, certificates and references as PDF files) as well as your desired salary and earliest start date by E-Mail. A valid work permit for Germany is required.

Please note that you can only apply to this job by sending your application directly to us via e-mail. Please do not apply through any third-party recruitment agencies or websites.
 

Frankfurt School of Finance & Management embraces diversity and seeks talented faculty, staff and students from diverse backgrounds. Frankfurt School is an equal-opportunities employer.