Mitarbeiter IT-Servicedesk Incident Management (m-w-d)
Core
Coordinating assigned tickets within a ticket-based process, monitoring queues, escalating SLA/OLA risks, and creating reports.
Role type
IT Service Desk Incident Management Specialist
Builds
IT service operations and incident resolution workflows
Domain
IT Infrastructure Services
Deliverable
dashboards & analysis
Required skills
Ticket management, SLA/KPI adherence, Queue monitoring, Escalation procedures, Process coordination, Reporting, IT infrastructure basics
Preferred skills
ITIL Foundation, 24/7 on-call availability
Technologies
Ticketing systems
Responsibilities
Coordinate assigned tickets, Monitor ticket queues, Escalate SLA/OLA risks, Support process management, Create regular reports
Seniority
Entry-level, hands-on IC