<p>Steelcase Service-Desk process relies on a Single Point Of Contact process (SPOC process) where any Service-Desk customer within EMEA area will contact Steelcase Service-Desk to submit any IT-related incident or request.</p>

<p>&nbsp;</p>

<p><strong>Mission</strong></p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Respond to requests for technical assistance via phone or electronically</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Diagnose and resolve technical hardware and software issues</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Research questions using available information resources</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Advise user on appropriate action</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Follow standard help desk procedures</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Administer help desk software</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Redirect problems to appropriate resource</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Identify and escalate situations requiring urgent attention</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Track and route problems and requests and document resolutions in knowledge base</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Stay current with system information, changes and updates</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->In order to cover the users working time it might be necessary to work in shifts</p>

<p>&nbsp;</p>

<p><strong>Education/Experience</strong></p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->IT / Technical University degree or student</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->1-2 years&rsquo; work experience appreciated</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Strong Windows OS and MS Office skills</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Customer-oriented skills (ability to listen), sense of service, good interpersonal skills with internal and external customers</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Analytical skills (ability to analyze and synthesize), team-player , manages time and workload effectively</p>

<p><!--[if !supportLists]-->&bull;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->English + German &ndash; advanced&nbsp;</p>
