– Being the Single Point of Contact between End users and Onsite Engineers.
– Understanding and supporting the End-to-End Product Management Lifecycle
– Use of IT Service Management tools including Order Management, Asset Data Handling, Appointment scheduling with End users
– Quality check and processing of incoming requests and incidents via ticketing tools, mailbox, and phone based on predefined Knowledge – Base documents and work instructions
– Within delivery keeping the agreed service levels
– Maintaining and improving customer satisfaction, providing a consistent customer experience
– Monitoring all tickets and escalating issues in line with company processes to ensure customer demands are met
– Exception handling within the process (stuck process/change process/procedural changes.)

What you need to have

– You are fluent in German and in English (spoken and written)
– You are interested in customer service, and/or back-office activities
– You are confident in your communication with internal and external customers
– You would like to use your language capability as a base for your daily work
– You are a quick learner and open to learn IT Service Delivery processes through various tools like IT Service Management Tools
– You have working knowledge of Windows 10 and MS-Office applications (Word/Excel)
– You have good interpersonal, literacy and numeracy skills
– You can work under supervision, follow instructions and procedures as well as you are able to be independent
– You can learn new tasks/areas quickly and willing to progress as well as to motivate others
– You demonstrate an organized approach to work, you can do structured work under pressure and are result-oriented
– You like complex challenges (at times)
– You are able to organize, prioritize, and being able to see the process from a higher level.

Advantages

– You have Service Desk experience and would like to use your learned skills on a different service area
– You have already worked under Transitional situations with frequent changes in service.
– You are flexible to manage change in general.

What we offer

As a future member of our team in the IT Service Desk department you will have the opportunity to:

– Use and improve your language knowledge
– Participate in trainings and talent programmes
– Go through a professional and personal development
– Work in a fun and diverse atmosphere
– Have a stable workplace with flexible scheduling