Classification and Prioritization of Incoming Requests: You will be the first point of contact for our internal and external customers via phone, chat, email, and our service portal.
You are responsible for classifying and prioritizing requests based on their urgency and importance.
Preliminary Qualification of Reports: You will receive reports, whether by phone or through our monitoring system, and perform an initial qualification to understand the issue at hand and initiate an efficient resolution.
Resolution of Tickets: You will handle and resolve tickets within the scope of First and 1.5 Level Support.
Your expertise includes but is not limited to: SAP, Application Management Services, M365 APPs, Citrix, VPN, client software, catalog orders, password management, mapping network drives, remote assistance & connection, requesting tokens, various applications, software assignments, as well as support for Windows and Mac systems.
Ticket Preparation and Routing: You will prepare tickets for processing and route them to specialized teams as necessary to ensure a quick and efficient resolution.
Ticket Tracking: You will take ownership of tracking tickets in accordance with ITIL standards, ensuring timely resolution and communication with stakeholders.
Process & Knowledge Management: You will actively contribute to process improvement and knowledge management, train new team members, act as a technical point of contact (SPOC), and work closely with project management on customer escalations.
Experience in IT support, ideally at a Service Desk or in Application Management.
Strong customer orientation and excellent communication skills.
Ability to explain complex matters in an understandable way.
Experience with the mentioned technologies and applications.
Ability to work independently and under pressure.
Team player with a commitment to continuous improvement.
Fluent in German and English, both spoken and written, to effectively communicate with our diverse client base and within our international team.
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