Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Stuttgart
- Working Model
- Onsite
Job Summary
In this role, you will handle IT inquiries and incidents through various channels, assisting users with technical issues in DEKRA systems while collaborating closely with the 2nd level support.
Job Technologies
Your role in the team
- As an IT Service Desk Agent, you will receive IT inquiries via phone, email, chat, or through our self-service portal and contribute to the high availability of the Service Desk.
- You create, edit, and monitor IT incidents and requests in the service management platform, including analysis, categorization, and prioritization.
- Resolution of IT disruptions and requests related to DEKRA production applications and associated hardware.
- Troubleshooting technical issues in Local Area Networks (LAN), Wide Area Networks (WAN), and other DEKRA systems.
- Furthermore, you troubleshoot issues at the 1st Level and address users' concerns and questions with a high first-time resolution rate.
- If necessary, escalate issues and questions to 2nd-level support.
- They document problem scenarios, the associated solutions, and workarounds in the Knowledge Base database to share the existing expertise within the team.
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Our expectations of you
Education
- Completed training in an IT environment or a comparable qualification is an advantage.
Qualifications
- Good IT skills, especially regarding Windows 11 and Microsoft 365.
- High customer and service orientation.
- High sense of responsibility.
- Very good German language skills and good English language skills are required.
- Willingness to work in shifts, at night, and on weekends.
Experience
- Experience in 1st and 2nd Level Support, ideally in larger environments.
- Initial experience with the following technologies: virtualization, remote apps, Microsoft Entra, Microsoft Intune, networking.
- Experience with ticketing systems and ideally knowledge of processes according to ITIL.
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What we offer
- For more balance: flexible working hours, remote work, and 30 vacation days – plus days off on December 24th and 31st, as well as additional vacation with increasing length of service.
- Strong overall package with additional benefits such as Christmas & holiday pay, anniversary bonuses, profit sharing, and company pension scheme.
- Mobility & discount offers such as Jobrad, travel allowance or Deutschlandticket, company car model for e-vehicles (depending on the role), private leasing, corporate benefits, as well as free vehicle inspections and canteen benefits.
- Health services such as apps, lecture formats, PME family service, and occupational health care.
- Individual training and development opportunities with dedicated training centers, mentoring programs, and digital learning offerings.
- Open culture with space for ideas and exchange within the DEKRA network as well as events like SkiCup or motorcycle meetings.
- Working with purpose and a long-term perspective in a stable and future-oriented company.
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Benefits
Higher Take-Home Pay
Health, Fitness & Fun
Food & Drink
Work-Life-Integration
Job Locations
About Your Employer
DEKRA AG
At DEKRA, our promise is to ensure the safety of people in their interactions with technology and the environment. Founded in 1925, we have grown into one of the world's leading expert organizations. We are committed to making sure that everyone can enjoy the benefits of technology and progress safely.
Description
- Company Size
- 50-249 Employees
- Language
- English
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Public Service, Unions
Employer reviews
by devworkplaces.com
Total
(1 Review)3.3
Culture
3.6Workingconditions
4.0Career Growth
2.6Engineering
3.1
IT Service Desk Agent
- Location
- Stuttgart
- Working Model
- Onsite
- Diversity
- Open for all genders
