-- Reliable operation of Ticket-, Ordering- and planning-Tools (BMC Remedy, SAP, Blue Martini)
-- Acceptance and qualification of incoming tasks via ticket tools, e-mails and phone
-- Processing of incoming tickets according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures.
-- Recording, qualification and solution (1st and 2nd level) of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups.
-- Technical support for 1st level resources
-- Ensuring telephone availability for internal and external customers within the agreed service times -- shifts
-- Troubleshooting tooling problems using Standard Operating Procedures.
-- Ticket status monitoring and managing escalations
-- Scheduling the resources to meet the KPIs, keeping efficiency and planning rules
-- Identifying own development needs in line with business objectives and assisting the development of team members

What you need to have

-- You are fluent in German and in English (spoken and written)
-- You have minimum two years’ experience with Customer service
-- You have good understanding of IT support and IT Service Management Tools and also of SAP
-- You have working knowledge of Windows 7/10, MS-Office
-- You have experience in order processing and SAP operation on transaction level
-- You are customer service orientated with demonstrated abilities
-- You have routine administrative skills

What we offer

As a future member of our team in the IT Service Desk department you will have the opportunity to:

-- Use and improve your language knowledge
-- Participate in trainings and talent programmes
-- Go through a professional and personal development
-- Work in a fun and diverse atmosphere
-- Have a stable workplace with flexible scheduling