IT Helpdesk Support Specialist

WHAT YOU'LL DO

• Taking ownership of existing Incident, Request and Change management processes, proposing continuous process improvement
• Actively participating in design, implementation and continual improvement of Incident, Request and Change management processes
• Creating, maintaining, updating and propagating knowledge base in order to improve reaction and resolution time.
• Regular reporting of the helpdesk performance, including SLA tracking
• Act as a key support person for all levels of support, mainly 2nd level

WHO YOU ARE

If you are a problem solver, passionate about working as a part of a team, and you are committed to bringing innovative solutions, then this is the position for you.

• University degree in Computer science, or equivalent technical knowledge required
• 3+ years of IT support related experience
• Active working knowledge of ITIL practice, certification is a plus (working knowledge of Incident, Request, Change, Asset management processes)
• Experience with ITSM ticketing tools both in using and customizing the processes (e.g. ZenDesk)
• Able to understand IT services fundamentally in terms of its functionality
• Advanced communication skills in English, German is a plus
• Advanced problem-solving skills and critical thinking