Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 57.500 to 65.000€ gross/year
- Location
- Cologne
- Working Model
- Onsite
Job Summary
In this role, you coordinate the handling of IT incidents, communicate with users and IT teams, manage escalations, and develop optimized reporting for the Service Desk.
Job Technologies
Your role in the team
- Incident Coordination: Management and tracking of rapid and efficient ticket processing in close collaboration with the Service Desk.
- Escalation Management: Supporting incident management in high-priority disruptions, coordinating the involved teams, and ensuring a swift resolution of escalated user issues.
- User communication: Informing users during major disruptions about IBI-aws as well as providing professional support and problem-solving for critical issues.
- Interface Management: Mediating between users and IT teams, understanding different requirements, and promoting collaborative solutions.
- Reporting & Service Optimization: Creating regular reports as a basis for ticket processing and actively developing the Service Desk through automation and the use of AI-supported procedures.
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Our expectations of you
Education
- Completed university degree or apprenticeship and relevant professional experience.
Qualifications
- Basic understanding of IT contexts, ITSM processes, and proficient use of MS Office.
- Willingness to learn & enthusiasm for innovation: High motivation to familiarize oneself with new topics, as well as interest in modern IT and AI topics.
Experience
- Communication skills: Confident in dealing with different stakeholders, assertive even in escalation situations; ideally with hotline experience.
- ServiceNow & AI knowledge: Initial experience with an ITSM suite, ideally ServiceNow, as well as with AI-powered processes in IT service is advantageous.
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What we offer
- The proposed gross annual salary for this position ranges from 57,500 euros to 65,000 euros, based on 13.5 salaries per year.
- Note: The exact salary will depend on the individual's qualifications and professional experience.
- Our salaries are based on the collective agreement of the private insurance industry.
- Fairness and solidarity are highly valued by us.
- With 30 vacation days, flexible working hours, and our home office options, we support your work-life balance.
- Stable 13.5 salaries per year and a strong company pension scheme await you.
- Personal development is explicitly encouraged and supported by us.
- Your health is important to us - benefit from our diverse offerings.
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Benefits
Work-Life-Integration
Food & Drink
Health, Fitness & Fun
Higher Take-Home Pay
Topics You Will Work On
Job Locations
About Your Employer
DEVK Deutsche Eisenbahn Versicherung Sach- und HUK-Versicherungsverein AG
Trust is the basis of our work: For more than 130 years, policyholders in Germany have been trustingly placing their everyday risks in the hands of DEVK Versicherungen. A total of around 3,300 people work in the office in our 19 regional offices and in our headquarters in Cologne. Together we are in action for our customers throughout Germany.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Banking, Finance, Insurance
Incident Coordinator IT Service Desk
- Salary
- 57.500 to 65.000€ gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.36.276 to 40.091 € net/year · Tax class I
- Location
- Cologne
- Working Model
- Onsite
- Diversity
- Open for all genders
