Job
In this role, you will handle IT incidents and service requests in the ticketing system, perform analysis, and assist users with hardware and software issues in first and second-level support.
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Your role in the team
- Receiving, recording, classifying, and processing IT incidents, service requests, and orders in the ticketing system.
- Analysis, prioritization, and independent resolution of incidents in first- and second-level support, as well as escalation of complex cases to the relevant specialist departments and service providers.
- Monitoring ticket handling and ensuring compliance with agreed service levels (SLAs) and processing times.
- Quality assurance of processed tickets and follow-up to ensure lasting resolution of incidents.
- Performing remote maintenance and supporting users with hardware and software issues.
- Coordination and collaboration with IT operations, IT application support teams, information security management, data protection, business departments, and external service providers.
- Creation and maintenance of customer information, incident reports, operational information, and user instructions.
- Creation and maintenance of documentation, knowledge bases, and standard solutions.
- Contribute to the implementation of changes and support the Incident, Problem, Change, Service Level, and Service Catalog Management processes.
- Support with the introduction of new IT processes, applications, and services, as well as involvement in testing and rollouts.
- Contribute to the continuous improvement of Service Desk processes and service quality.
- Preparation of analyses, statistics, and reports to manage and optimize IT service operations.
Our expectations of you
Education
- Completed vocational training (with a training period of at least three years and an internal administrative examination) as an IT specialist (m/f/d).
Qualifications
- Knowledge of Active Directory, networks, hardware, and standard software.
- Knowledge of IT security in accordance with the BSI IT-Grundschutz standard.
- Strong service and customer orientation, with a genuine enjoyment of working with users.
- Analytical thinking skills and a structured, solution-oriented approach to work.
- Strong communication skills, team spirit, and a sense of responsibility.
- Independent working style and strong organizational skills.
- Willingness to pursue continuous professional development.
Experience
- Initial professional experience in IT service desk, IT support, or IT operations.
- Experience with ticketing systems and IT service management (e.g., ITIL) is desirable.
What we offer
- Appointment to pay grade 7 under the pay scale regulations for the TVöD for employees covered by collective agreements.
- Exciting and forward-looking area of responsibility.
- Balancing family, caregiving and work through flexible, modern working time models, various part-time employment options, working from home and mobile working.
- Company pension scheme.
- Extensive professional development opportunities, including at our own training and continuing education center.
- Germany job ticket with an employer subsidy.
- A great start through active onboarding.
- Own laptop.
- Ergonomic workspace.
Benefits
Work-Life-Integration
Job locations
About your employer
The General Directorate for Waterways and Shipping (GDWS) serves as the central authority for the federal waterways and shipping administration, which is subordinate to the Federal Ministry of Transport. It oversees approximately 7,300 km of inland waterways and 23,000 km² of maritime waterways, ensuring economic shipping traffic and environmental protection with over 800 employees in Bonn and around 11,000 in subordinate authorities.
- Established Company
- Onsite, Hybrid
- Public Service, Unions
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