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 support the IT team by handling and prioritizing complex service requests, creating internal documentation and training for junior colleagues, and developing automated workflows.
Job Technologies
Your role in the team
- We are seeking a seasoned Service Desk Administrator for our growing IT department. This intermediate-level role is part of the frontlines of our team's delivery of prompt and precise IT services to NinjaOne's increasing workforce.
- Leverage your knowledge of Ninja IT processes and policies involving computer hardware, software, cloud platforms, security, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce.
- In this role you will serve as a knowledge resource for more junior team members, as well as directly handle more complex issues. This role interacts closely with our SMEs and resolver groups, acting as a backup SME for one or more services or processes.
- Prioritize tickets based on ticket type, number of users affected, and business impact.
- Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support.
- Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions.
- Handle more complex tickets, and serve as a SME or coach for more junior team members working on similar complex issues.
- Build/maintain automations for complex workflows to reduce/avoid defects and waste.
- Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledgebase.
- Oversee/maintain IT request catalog and underpinning list of IT-supported services.
- Leiten Sie interne kontinuierliche Verbesserungsmaßnahmen und betreuen Sie jüngere Teammitglieder in dieser Praxis.
- Represent IT in stakeholder cadences such as weekly meetings / sync calls.
- Other duties as needed.
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Our expectations of you
Qualifications
- Time management/organizational skills.
- Polished verbal and written communication skills.
- Fluent in English and German.
- Knowledgeable practitioner of continual improvement methods.
Experience
- Experienced with representing IT to VIPs and business leadership.
- Experienced with helping to drive change throughout a team or organization.
- Zertifiziert in einem oder mehreren Kernbereichen, die für NinjaOne IT relevant sind, und/oder gleichwertige Berufserfahrung mit (MDM, Okta, FreshService, Lean, Ninja, zum Beispiel).
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What we offer
- Grow personally and professionally with one of the fastest growing companies.
- Enjoy your lunch covered by NinjaOne 3 times/week at the office.
- Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more).
- Develop your skills through our renowned training platform.
- Receive competitive compensation.
- Collaborate with a curious, kind, international, and intercultural workforce.
- Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit).
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Topics that you deal with on the job
Job Locations
This is your employer
NinjaOne GmbH
Founded in 2013, NinjaOne GmbH focuses on automated endpoint management solutions and aims to simplify IT complexity. With over 15,000 customers and more than 1,000 employees, the company has been steadily growing.
Description
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Service Desk Administrator
- Location
- Berlin
- Working Model
- Onsite
- Diversity
- Open for all genders
