Job
- Level
- Senior
- Location
- Berlin
- Working Model
- Onsite
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you analyze complex incidents, handle service requests, and optimize service desk processes while ensuring the quality of ticket handling according to SLAs.
Your role in the team
- You actively shape the digitalization of the Berlin administration.
- You identify opportunities for optimization and contribute to the continuous improvement of our Service Desk processes.
- You analyze, prioritize, and independently handle complex disruptions and service requests.
- You are responsible for managing, monitoring, and quality assurance of ticket processing in accordance with the SLAs.
- You advise our clients and ensure professional and solution-oriented communication.
- You assist colleagues in handling complex support cases.
- You will take on responsible tasks in exciting IT projects.
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Our expectations of you
Education
- Completed vocational training (e.g., IT Specialist System Integration / IT Electronics Technician) or alternatively acquired comparable skills and knowledge.
Qualifications
- Basic knowledge of administration.
- Knowledge in target audience-specific communication.
- Very good written and spoken German skills (C1).
- Our service hours (shift work) Monday to Friday from 6:30 a.m. to 7:30 p.m. can be coordinated with your lifestyle.
- Your willingness to undergo the extended security check (SÜ 2) according to § 11 of the Berlin Security Clearance Act (BSÜG).
- Communication with clients is not unfamiliar to you.
- You have also heard something about data protection and IT security.
- New challenges are no problem for you.
- Diverse topics are your world.
- You always keep an overview even under pressure and make conscientious decisions.
- You are motivated and enjoy working in a team.
Experience
- In-depth knowledge and experience in IT support.
- Solid knowledge and experience in handling trouble ticket systems.
- Knowledge and experience in handling standard Office programs.
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What we offer
- A secure position in a versatile and responsible role with exciting and varied tasks.
- 30 days of vacation, days off on December 24th and 31st, flexible working hours, compensation for overtime possible, individual part-time models, possibility for remote work, and company childcare.
- A diverse training program for comprehensive onboarding and the further development of your skills and competencies.
- We stay active through corporate health management with company sports groups, sports events, mobile massages, social and employee counseling, and health courses.
- Remuneration according to the 3rd collective agreement for ITDZ Berlin ITDZ and additional benefits in accordance with the collective agreement of the Länder (TV-L), such as annual special payment, supplementary pension scheme of VBL, asset-building benefits, subsidy for BVG company ticket, offer of company bike leasing, covered bicycle parking and the possibility to rent a parking space, as well as a referral bonus for recruiting new employees.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
Food & Drink
Higher Take-Home Pay
Topics You Will Work On
Job Locations
About Your Employer
IT-Dienstleistungszentrum Berlin
The ITDZ Berlin is a municipal IT company that provides the city with standardized ICT workplaces, consulting services, implements new solutions or citizen-oriented services to improve service quality.
Description
- Founding Year
- 1969
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Senior Service Desk Employee
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
