Job
In this role, you will support customers in 1st level IT support, analyze issues, document them in SAP ITSM, and inform users about the progress of their requests. Additionally, you will optimize processes to improve service quality.
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Job technologies
Your role in the team
- We are looking for you to join our Service Desk department at the Cologne location as soon as possible.
- Become part of the thinkGROUP and support us as a Service Desk Specialist (m/f/d).
- Support for customers via telephone and remote maintenance within the scope of 1st Level IT support, focusing on MS Office, MS Teams, MS Windows, cloud-based applications, MyPBx, permissions, clients (notebook, FAT-/Thin-Clients), printers, telephony, media technology.
- Detailed recording of disturbances and service requests in the hardware and software area, as well as their documentation in the ticket system (SAP ITSM).
- Post-processing of support tickets
- Analysis of more complex issues and escalation to 2nd Level IT support
- Informing users about the progress of their support request and ensuring SLA compliance through regular tracking.
- Suggestions for improving service quality and ongoing process development
- Maintenance of the asset management system as well as the creation of knowledge base articles.
Our expectations of you
Education
- Successfully completed training in the IT field, e.g., as an IT specialist in system integration or a comparable qualification.
Qualifications
- Very good knowledge in the areas of Windows 10 and Microsoft Office components.
- Good command of English
- Desirable but not required: Apple IOS, Blackberry Enterprise Server, Innovaphone PBX, SAP IDM, OPSI, RSA Token Management, Macmon, virtual machines, TeamViewer, media technology
- Process and Service Orientation
- Strong communication skills as well as a solution- and customer-oriented mindset
- Organized and independent working style as well as high motivation
Experience
- Ideally experience in IT Service Desk/User Helpdesk, but career changers and working students are also very welcome.
Benefits
Work-Life-Integration
Higher take-home pay
Health, fitness & fun
Food & drink
Job locations
About your employer
The company "think about IT GmbH" offers IT solutions for businesses with locations in Bochum, Hamburg, Münster and Frankfurt am Main. With more than 18 years of experience, they are one of the top 50 most successful IT system houses in Germany.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
Employer reviews
- Engineering
- 2.6
- Team culture
- 3.0
- Career growth
- 2.0
- Working conditions
- 3.0
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