mid service desk engineer

The Service Desk Engineer will provide onsite IT/AV Support Services for our client’s office in Berlin (the Berlin Hub). The Service Provider is expected to provide help desk services to the user community and local IT stakeholders, in collaboration with other IT departments (IMT) operating remotely. The goal is to bring a local contribution to making the overall IT infrastructure and workplace services of the Berlin hub functional and let the Office operate effectively, as well as to provide AV services to facilitate virtual and hybrid meetings and events. The service provider is therefore expected to take ownership of the resolution of incidents or the fulfilment of service requests covering areas such as hardware support, user proximity support, management of the AV equipment, and act as a focal point for all IT and AV related matters for the Office with internal or external IT stakeholders.

Our client’s Hub for Pandemic and Epidemic Intelligence is part of their Health Emergencies Programme aiming at enhanced and increased collaboration of countries and partners in this area worldwide. The Hub is located in Berlin.

Essential Knowledge and Skills

• Proven ability to coordinate, manage, lead and successfully deliver IT-business projects across geographical locations and organizational departments under intense pressure and complex emergency situations.
• Demonstrated capacity for strategic thinking with the ability to quickly comprehend strategic and tactical objectives and to formulate comprehensive plans to address challenges/risks.
• Proven ability to successfully interact and negotiate with senior stakeholders at international level.
• Strong understanding of interdependencies between technology, operations and business needs.
• Proven ability to build successful working relationships with internal and external customers and stakeholders and coordinate activities across multiple parties.
• Capable of maintaining a high degree of effectiveness in a multi-tasking role, synthesizing information quickly, managing priorities, delivering with quality, and working to challenging timescales. High ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.
• Excellent communication (both oral and written), problem solving and analytical skills
• Proactive, flexible, resourceful, and able to work independently with limited supervision.
• Proven excellence in planning, co-ordination, and organization.
• Expert knowledge in spoken and written English.
• Basic knowledge in German is desirable, but not mandatory.

Qualification and Experience

• Bachelor’s degree in computer science, engineering, systems analysis, or a related study.
• At least three (3) years of relevant experience including providing end-user support in a corporate environment.
• Experience in providing first and second level IT applications support in international organizations, Global Call Centres or Service Desk environments.
• At least five (2) years hands on experience in organizing and supporting hybrid meetings with complex AV equipment.
• Prior experience in global shared services/ call centre is desirable.