Job
- Level
- Experienced
- Location
- Hamburg
- Working Model
- Onsite
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you monitor KPI and SLA compliance in incident management, create knowledge articles, and train the team to enhance the quality of service delivery.
Your role in the team
- The following tasks are part of incident management:
- Ensuring KPI and SLA compliance
- Monitoring of tickets regarding SLA compliance
- Major Incident Management
- Reporting and statistics generation
- Coaching and training of the Service Desk team
- Situational decision-making in the event of emerging clusters of disruptions
- Monitoring long-distance runner tickets
- The following tasks fall within Knowledge Management:
- Creation of knowledge articles
- Regular maintenance of knowledge articles and continuous process improvement
- Gathering the necessary knowledge to create and maintain knowledge articles
- Analysis of the usage and quality of the knowledge database
- Utilization of the provided knowledge: topic identification, data collection, content creation and formatting
- Training and onboarding of Service Desk agents to ensure they understand, are familiar with, and utilize the content
- Derivation and creation of ticket templates
- Close collaboration with the client's contacts
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Our expectations of you
Education
- Completed training in IT system management, IT system sales, or a similar qualification
Qualifications
- Communication Skills
- Excellent skills in customer collaboration
- Methodical Approaches
- High sense of responsibility
- Skills in Analysis and Synthesis
- Very good spoken and written German skills
Experience
- Ideally, you have some experience in IT support (1st level environment).
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What we offer
- Fair starting salary and permanent employment contract
- Company Benefits
- Team events, local activities, and corporate benefits
- Pleasant break atmosphere - including good coffee
- Short communication channels and a strong team spirit
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Job Locations
About Your Employer
everience GmbH
Die everience GmbH in Darmstadt ist Teil des europäischen Konzern NEURONES, der seit 30 Jahren im IT Markt profitabel wächst. Der Fokus liegt im ersten Schritt auf PC- und Helpdesk-Services, die den größten Anteil des Konzernumsatzes von NEURONES abbilden und durch starke Innovationen eine gute Differenzierung ermöglichen. Als junge und dynamische deutsche Niederlassung agiert die everience GmbH seit 2015 erfolgreich in der DACH-Region sowie in den Benelux-Staaten.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Incident & Knowledge Manager
- Location
- Hamburg
- Working Model
- Onsite
- Diversity
- Open for all genders
