Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Onsite
Job Summary
In this role, you will handle user inquiries and issues, provide technical support, categorize tickets, and communicate with the 2nd level support while working in a 24/7 shift system.
Job Technologies
Your role in the team
- Together with us, ensure the digital future readiness of the Bundeswehr.
- As the Bundeswehr's primary digitalization partner, we provide stable, secure, and efficient IT services domestically and abroad, from basic operations to mission-critical areas, thereby contributing to the continuous enhancement of the Bundeswehr's command and operational capabilities.
- With over 8,000 colleagues, we operate and modernize one of the largest and most complex IT infrastructures in Germany.
- We are looking for responsible IT specialists who are committed to further developing the Bundeswehr IT in challenging digitalization projects and thus want to contribute to Germany's security.
- The Service Desk area includes all services that are directly provided to the customer.
- The User Help Desk (UHD) is the central point of contact ("Single Point of Contact") for all inquiries and issues related to the BWI Client and its associated services.
- The service includes the acceptance, classification, and resolution of disturbances and requests, or their forwarding to the respective specialist department in 2nd Level.
- Comprehensive support for our client by handling all incoming service requests across various communication channels.
- Qualification and response as well as, if applicable, forwarding of general inquiries.
- Technical User Support.
- Identification, classification, and recording of disturbances in the ticket system.
- Immediate resolution or forwarding of the opened ticket for further processing.
- Informed the client about the identified/developed solution.
- Assumption of project-specific tasks.
- Providing information and forwarding callers to the Bundeswehr network.
- 24/7 shift work (including Sundays and public holidays).
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Our expectations of you
Education
- Completed vocational training.
Qualifications
- Enthusiastic career changers with a passion for IT or prior IT knowledge are welcome.
- Good analytical skills and a very high customer orientation, service-mindedness, team spirit, and composure.
- Good knowledge of Microsoft Windows and Microsoft Office.
- Fluent German skills and excellent communication skills.
- Willingness to work 24/7 hours and to travel during the onboarding phase.
Experience
- Professional experience in the specified tasks is desirable.
- Experience in customer communication via phone, email, chat, etc.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
More net
Job Locations
This is your employer
BWI GmbH
At the IT Service Center of the Federal Government, we offer comprehensive IT services under one roof. With over 4,000 employees, we are one of the ten largest IT service providers in Germany. We are looking for authentic IT enthusiasts who share our passion and are searching for challenging IT projects to help shape Germany's future.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Dev Reviews
by devworkplaces.com
Total
(1 Review)3.6
Engineering
2.7Workingconditions
4.4Culture
3.7Career Growth
3.6
User support in the User Help Desk
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
