Level: Experienced

Job Field: IT, Support

Employment Type: Full Time

Contract Type: Permanent employment

Location: Bonn

Working Model: Onsite

Job Summary

In this role, you will address customer inquiries using ticketing systems, assist in Incident Management, and ensure SLA compliance while communicating closely with internal and external stakeholders.

Job Technologies

ITIL

Your role in the team

Receiving, qualifying, and processing customer inquiries through to completion using ticketing systems.
Introduction and support of necessary measures in incident and problem management in collaboration with internal and external contacts.
Proactive confident communication with clients as well as internal and external stakeholders.
Ensuring compliance with Service Level Agreements (SLAs) with customers and partners.
Creation and updating of documentation and best practices as well as participation in the further development of service management processes.

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Our expectations of you

Education

Successfully completed IT technical training, such as IT specialist for system integration, system electronics technician, or IT systems sales professional.

Qualifications

Extensive IT knowledge in the areas of IT security, hardware, software, networking, as well as client/server environments and operating systems.
Openness to new topics, projects, and procedures as well as a structured and self-reliant way of working.
Customer orientation and strong communication skills.
Willingness to work early and late shifts.

Experience

Work experience in IT support and IT service desk/helpdesk is desirable.
Experience in Service Management according to ITIL.

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What we offer

Great team spirit in a competent and future-proof work environment with unique projects.
A balanced work-life harmony thanks to flexible working models and hours, and 30 days of vacation per year.
Top equipment, modern tech stack, and innovative collaboration tools.
Individual development opportunities as well as professional and leadership programs.
Attractive location in a central position.
Sports collaborations, prevention courses, and running events.
Company pension scheme, supportive measures for childcare and caring for relatives.