Job description

Your main responsibilities:

  • responsibility for the proactive management of incidents by monitoring key components so that failures and potential failures are detected early and the resolution process can be initiated
  • ensure all incidents are fully logged and are date/time stamped irrespective of how they were received or identified
  • ensures that incidents are handled according to agreed procedures
  • facilitate recovery, following the resolution of incidents, analyse causes of incidents, incident prioritization
  • ensure the exact type of the call is recorded and allocate a suitable categorisation coding when logging the incident
  • carry out the initial incident diagnosis to try to discover the full symptoms of the incident, determine what has gone wrong and how to correct it
  • collaborate and work with a variety of support individuals, including users and vendors to ensure the necessary recovery actions are taken
  • check incidents are fully resolved and the users are satisfied and agree to close the related incident
  • work closely with the Service Desk Management Team to monitor the progress of the incident and to ensure the relevant actions have been logged to enable tracking


As an ideal candidate you should have:

  • working experience in IT service management/service delivery role
  • previous working experience in Technology industry and Call Centre/Service Desk environment
  • written and spoken English is a must (at least B2)
  • written and spoken German is a must (at least B2
  • ITIL v3 Foundation certification is a plus
  • deep knowledge and experience in information technology, particularly in network, voice, security and unified communications
  • experience with ticket handling systems

We offer

We offer:

  • great salary conditions
  • + 10% yearly bonuses
  • permanent contract
  • nice relocation package (flight tickets, accommodation,..)
  • opportunities for personal and professional development
  • meal vouchers, 5 weeks of holiday, mobile phone, notebook, 3 sick days
  • contribution to public transport ticket, pension insurance contribution
  • language courses, providing certificates
  • opportunity to join a corporate university (courses, certifications)

If you are interested, do not hesitate to apply for this great opportunity and send me your CV in English.

Upload your CV/resume or any other relevant file. Max. file size: 64 MB.
Upload your CV/resume or any other relevant file. Max. file size: 64 MB.

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