Job
In this role, you assist customers with 1st Level IT support via phone and remote access, document issues in the ticketing system, and analyze complex requests for escalation to 2nd Level Support.
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Job technologies
Your role in the team
- Support for customers via phone and remote assistance within the scope of 1st Level IT Support, focusing on MS Office 365 and MS Windows.
- Detailed recording of disturbances and service requests in the hardware and software sector, as well as their documentation in the ticketing system (Cherwell).
- 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 continuous 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
- Excellent knowledge in the areas of Windows 10 and Microsoft Office components.
- Good knowledge 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 is preferred, 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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