- 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