In the performance of respective tasks and duties, all employees are responsible for the following:
Implementation and fulfillment of all regulatory, health, and safety requirements
Implementation and fulfillment of all company policies and procedures, including those outlined in our Employee Handbook.

Technical Support:

Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency.
Inform users of unusual IT service interruptions.

Incident Management:

Analyze incidents to determine the initial cause; solve problems directly or route incident tickets to the responsible support area.
Follow up on all incidents to ensure they are resolved promptly, in line with the Ivoclar Vivadent IT group service level agreements.
Ensure that tickets are created for relevant incidents or service requests.
Efficiently manage incidents and service requests to ensure they are promptly addressed.
Document incident resolutions for future reference in the ITSM tool.

Customer Experience:

Accountable for improving the customer experience throughout the lifecycle of a service request or incident.
Ensure customer expectations are met or exceeded.
Review survey feedback to improve services and ensure staff are meeting defined metrics.

Administrative Tasks:

Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and others.
Prepare and maintain documentation for use by customers and IT personnel.
Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.

Project Participation:

IT SERVICE DELIVERY TECHNICIAN (GERMAN-SPEAKER)