Associate IT Consultant - Service Desk (German and Spanish Speaking) - CTBC at Continental

Primary responsible for performing the following tasks or activities: • Incident Management - triage, troubleshoot, resolve and when necessary escalate IT-related issues that are reported by end-users from supported ContiTech locations either via phone, email, chat, online ticket • Request Management - monitor progress of escalated requests to other IT Support Groups and proactively chase assignees of the request to drive timely fulfillment of the request • Access Provisioning - review, fulfill and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. new hire access request, additional access request for existing end-users) • Access Termination - review, terminate and when necessary escalate IT-access related requests submitted by end-users from supported ContiTech locations (e.g. end-user resignation or termination, access freeze for identified end-users) Secondary responsible for performing the following task when Senior Associate IT Consultant Service Desk are unable to manage the task (e.g. staffing deficit, engaged on an urgent issue): • Actively monitor and chase high severity incidents and urgent requests to ensure they are worked on continuously until resolution; provide regular updates to parties that need to be notified until high severity issue is resolved. II. Continuous Improvement • Knowledge Management - report discrepancies (e.g. missing, outdated, inaccurate) with knowledgebase articles used by Service Desk Associates troubleshooting, processes and procedures • Knowledge Management - assist in creating new and updating existing knowledgebase articles for Service Desk troubleshooting, processes and procedures.  III. Ad-hoc and Projects • Participate on IT projects where TE WW Service Desk MNL involvement is required • • Work on ad-hoc tasks that are of relevance to TE WW Service Desk MNL or Global IT Organization, as assigned by IT Team Lead Service Desk MNL or Head of Service Desk MNL.