Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Kassel
- Working Model
- Onsite
Job Summary
In this role, you ensure smooth operations in IT service support, monitor ticket processes, optimize user management, and handle escalations and reporting metrics.
Job Technologies
Your role in the team
- Ensuring smooth operations including KPI reporting and appropriate escalation management in the Service & Support area, particularly 1st-Level / Hotline.
- Service Coordination (Deputy).
- Scheduling of shifts and hotline staffing.
- Ensuring availability and compliance with SLA times.
- Provision of key figures, both for clients and within R-IT.
- Single Point of Contact (SPOC) for complaints and escalations.
- Monitoring and improving ticket quality and first-resolution rate.
- Active monitoring and control of the processing of tasks (tickets).
- Identifying trends and priorities.
- Responsibility for proper management of user access and identities in customer systems (AD and Entra).
- User Management.
- Creating, modifying, and deleting user accounts (Active Directory, Entra) for our clients within the scope of existing workflows.
- Further optimization and automation of user management.
- Documentation.
- Ensuring data quality.
- Single Point of Contact (SPOC) for the HR department / RW-IT for permissions and identities.
- Collaboration in cross-functional projects.
- Implementation and collaboration in the further development and monitoring of compliance with requirements in the areas of information security, emergency management, and compliance.
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Our expectations of you
Education
- Completed vocational training, preferably in a technical field with at least 2 years of professional experience; or a university degree with initial work experience; or an equivalent qualification.
Qualifications
- Communication skills.
- Proficient German skills (C1).
- Knowledge of the ITIL framework (ITIL Foundation or ITIL Service Operation).
- Proficient in MS Office products.
- Business-oriented thinking and acting.
Experience
- Experience in customer support / 1st level support.
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What we offer
- 30 vacation days.
- Company pension scheme.
- Corporate Benefits.
- Flexible working hours.
- Mobile working (optional).
- Permanent employment contract.
- Asset-building benefits.
- Childcare subsidy.
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Benefits
Work-Life-Integration
Job Locations
This is your employer
Raiffeisen Waren GmbH
Die Raiffeisen Waren GmbH ist ein Handelsunternehmen, das auf eine mehr als 120-jährige Tradition im Handel mit Produkten und Dienstleistungen aus dem Agrarbereich zurückschaut. Hierzu zählen Saatgut, Getreide, Kartoffeln, Futtermittel, Dünge- und Pflanzenschutzmittel, Landtechnik sowie Haus- und Gartenartikel, die in Raiffeisen-Märkten angeboten werden.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Trade
IT Service & Support Staff
- Location
- Kassel
- Working Model
- Onsite
- Diversity
- Open for all genders
