Mitarbeiter im 1st Level Support (m/w/d), Zentrale
Core
Handling incoming inquiries and incidents via phone, email, or ticketing system in shift operations.
Role type
1st Level Support Specialist
Builds
IT applications developed and maintained by the company's own System Development GmbH
Domain
IT Support / Helpdesk
Deliverable
dashboards & analysis
Required skills
Ticket management, SLA monitoring, knowledge base maintenance, incident prioritization, escalation to 2nd Level, process improvement
Preferred skills
IT support experience, technical understanding (via careerplan.io/jobs/12811-2350468-S-mitarbeiter-im-1st-level-support-mwd-zentrale-at-systementwicklung-gmbh)
Technologies
Internal IT applications, ticketing systems
Responsibilities
Answering inquiries and incidents via phone or email, processing incoming tickets, qualifying and categorizing requests, finding solutions for documented issues, escalating complex cases, maintaining documentation and knowledge base, monitoring SLAs, participating in process design