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Responsibilities: You are the first contact person for IT enquiries, are available to our 1st-level support staff, and take calls in German and English.
You will be responsible for the preliminary analysis, processing, and rectification of incident reports and enquiries.
In the case of complex technical enquiries, you forward the corresponding tickets to our specialist groups and are in regular contact with the respective teams.
You ensure that the necessary information is properly recorded and classified for each process.
You record and process any orders from the Implenia webshop and forward them accordingly.
You inform users about faults and operational messages.
You create knowledge base articles.
You have the opportunity to participate in exciting IT projects and continuous further development in current IT topics.
With -% of your activities, you support our Onsite Support in Opfikon (Support for IT kiosk and VIPs).
You supervise Implenia apprentices (KV and IT apprentices) at the service desk.
Minimum Requirements: You have completed an IT apprenticeship EFZ or an equivalent apprenticeship.
You have many years of experience in the service desk (at least 3 years), preferably in a large company.
You have knowledge and experience in IT service management tools in the area of incident and service requests, ideally with ServiceNow.
You are fluent in written and spoken German and English .
You work independently and in a structured manner.
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