Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Cologne
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will handle service requests, manage incidents in first-level support, and document as well as coordinate escalation to other departments while ensuring service quality.
Job Technologies
Your role in the team
- Acceptance, processing, and response to service requests via telephone, email, or ticket system.
- Assessment and classification of disturbances and requests regarding their priority.
- Communication of the agreed solutions to external clients in first-level support.
- Documentation and forwarding of inquiries to downstream functions.
- Active tracking of active disturbance tickets, with the aim of resolving the disturbances in terms of time and quality.
- Activate, document, and monitor the durations of 3rd party services & licenses.
- Support in the creation of service and warranty extension contracts.
- Ensuring SLA compliance and escalation in case of deviations, as well as creating statistics, overviews, and SLA reports.
- Support in optimizing internal processes and workflows.
- Maintaining service quality and customer satisfaction.
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Our expectations of you
Education
- Completed bachelor's degree or a completed commercial or technical vocational training.
Qualifications
- Knowledge of ITIL V3/4 as well as a certification in the field.
- Solution- and customer-oriented mindset as well as team skills.
- Strong communication skills, reliability, and organizational ability.
- A strong quality awareness as well as service-oriented thinking and acting.
- Very good German language skills and good English language skills, both written and spoken.
- Basic knowledge of long-term service and support contracts.
- Willingness to undergo a security check in accordance with SÜG.
Experience
- Professional experience in IT service or IT support as well as experience working with a ticketing system.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
More net
Topics that you deal with on the job
Job Locations
This is your employer
INFODAS GmbH
INFODAS GmbH is divided into three business divisions. The Business Division Solutions, which consists of the departments Projects, Research and Development, and Products, is responsible for the development, planning and operation of solutions around INFODAS GmbH's high-security products.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Service Manager
- Location
- Cologne
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
