Senior IT Service Specialist

SimCorp

Copenhagen, Denmark

As a Senior IT Service Specialist where the primary focus is on the Onsite Support for our HQ and Market Units, you will oversee the full scope of services within the Incident Management, Request Fulfilment, and Facility Management. This role invites you to join an international onsite support team that is committed to ensuring quality service globally. You will also collaborate closely with a local team of Service Desk consisting of four members where two of the members are still under education and undergoing training, while also engaging with other team members from various locations worldwide.

WHAT YOU WILL BE RESPONSIBLE FOR:

Provide advanced, timely, and efficient on-site support for hardware, software, and network issues.
Diagnosing and addressing problems that arise with desktops, laptops, mobile devices, printers, and various peripherals.
Maintain detailed and accurate documentation of incidents and requests, and update knowledge base articles.
Assist employees with onboarding/offboarding, including setting up accounts, hardware, and providing basic IT training.
Provide guidance on IT policies, tools, and best practices to ensure a secure and efficient IT environment.
Manage and track IT assets, including procurement, deployment, and retirement/recycling of equipment.
Maintain an accurate inventory of all IT hardware.
Contribute to continuous improvement initiatives within the IT Service Desk.
Participate in global IT projects and initiatives to ensure local compliance and alignment.
Serve as the point of contact for global IT teams to implement company-wide changes in offices within responsibility area(s).
Coordination of office moves, refurbishments and expansions.
Assist with the setup and configuration of office IT infrastructure.
Provide immediate on-site support during outages or critical incidents.
Collaborate with the global IT team to resolve major issues impacting offices within responsibility area(s).
Occasional business trips to other offices in EMEA to provide on-site support.

WHAT WE VALUE:

3+ years of experience from a similar position.
Experience with 1st and 2nd line support on Infrastructure/Cloud and business applications.
Experience with IT (remote and local) support across cultures and time zones.
Broad knowledge of Microsoft Platforms & Applications, Citrix, VM-ware, Azure, Salesforce, etc.
Ability to provide onsite support for internal users’ hardware.
Expertise in managing and prioritizing duties in a fluid work environment.
Problem-solving skills and the ability to handle incidents and service requests effectively.
Effective communication skills and a willingness to collaborate with colleagues.
Commitment to continuous learning and staying updated with the latest in technology.
Takes initiative, showing a keen awareness of urgency while effectively prioritizing responsibilities.
ITIL Foundation or higher level of ITIL certification.
Proficient process knowledge and documentation skills.
Knowledge and experience of using ITSM tools, Jira and Confluence.
A service-oriented mindset with a focus on delivering high-quality support and solutions.
Team-oriented and contributing to a good team spirit.