Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Künzelsau
- Working Model
- Onsite
Job Summary
In this role, you will be the main contact for international users at the service desk, handling incidents and service requests in 1st and 2nd level support, and document solutions independently in the ITSM tool.
Job Technologies
Your role in the team
- Work on the global IT hotline (24x5) as a central contact person for international users.
- Participation in on-call duty on weekends for mission-critical incidents.
- Processing and resolution of incidents and service requests in 1st and 2nd level support with a focus on high first-time resolution rate.
- Independent ticket processing in the ITSM tool (e.g., ServiceNow) including prioritization, documentation, and closure.
- Remote support via various channels (phone, email, chat, remote tools) for international users.
- Collaboration with global IT teams as well as handover of tickets in the Follow-the-Sun model.
- Creation and maintenance of knowledge articles to continuously improve solution quality.
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Our expectations of you
Education
- Training in the IT field or a comparable qualification.
Qualifications
- Broad IT all-round knowledge, especially regarding Windows 11, M365 / Teams, remote access, mobile devices, Identity & Access Management, LAN/WLAN.
- A basic understanding of ITIL processes is advantageous.
- Strong service and customer orientation.
- Excellent communication skills (German and English).
- Independent, solution-oriented working style.
- Ability to explain complex issues in a clear and structured manner.
- Teamwork, flexibility, and organizational skills.
- Confident in working with international teams and diverse cultures.
Experience
- Experience with ITSM/Ticket systems (ideally ServiceNow).
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What we offer
- An attractive compensation package with Christmas and holiday bonuses as well as profit sharing.
- Diverse training opportunities through our ZA-Academy.
- A wide range of voluntary social benefits, employee discounts, retirement plans, and health programs.
- Meal allowance and a variety of options in our canteens or at the DeSi company restaurant.
- International opportunities for work and projects in various countries.
- Company events and employee activities such as corporate sports groups, ski trips.
- Corporate benefits such as JobRad, employee bonus program.
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Benefits
More net
Health, Fitness & Fun
Work-Life-Integration
Job Locations
This is your employer
Ziehl-abegg Se
ZIEHL-ABEGG (Künzelsau, Baden-Württemberg, Deutschland) gehört zu den international führenden Unternehmen im Bereich der Luft-, Regel und Antriebstechnik.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Industry, Production
Global IT Service Desk Analyst
- Location
- Künzelsau
- Working Model
- Onsite
- Diversity
- Open for all genders
