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Service Desk Agent (with German)

Direkteinstieg, Fachkraft, Akademischer Professional

Startdatum: ab sofort Job-Nr.: 112430
  • Schenker Technology Center Warsaw Sp. Z o.o.
  • Informatik
  • Vollzeit (Dauer: Unbefristet)
  • Warszawa

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Deine Vorteile

Annual Bonus

Depending on company results we offer you annual bonus.
 

Holiday Bonus

If you take a two week continuous holiday, you can apply for the special bonus.
 

Language Courses

We offer you a possibility to improve your language skills.
 

Life insurance

Life insurance for you and your family members.
 

Medical healthcare package

Private medical healthcare offers various packages for you and your family.
 

Pension Program (PPE)

PPE is a chance for a bigger retirement. Company pays 3,5% of your salary to into your individual PPE account.
 

Professional Development

We’re strong believers in continual training and development for our people. After all, your success is our success.
 

Sport Card

Sport card gives you free access or discounts to many sport objects.
 

Work-life Balance

Our vacation and leave policies reflect our belief in proper work-life balance.
 

Working Internationally

See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Responsible for first level support to follow agreed procedures following the ITIL framework, identifying, register and categorize incidents and service requests. The Service Desk Agent acts as a single point for IT Users. The Service Desk Agent gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfillment) and forwarding within the incident process to other Resolver groups.



Key tasks & responsibilities

  • Responding to first level support requests via multiple sources such as portal, phone or email. Capturing call data into the incident management tool
  • Communication with IT Users in a courteous and professional manner
  • Diagnoses client problems relying mainly on checklists and training, via remote access to diagnose, resolve or forward to 2nd level
  • Identification of recurring problems and notification of team members
  • Assisting in the resolution of application, hardware and software problems following process or Knowledge Articles (KA’s).
  • Awareness of service level agreement targets and ensure that they are not breached.
  • Communicates service procedures to IT Users
  • Monitoring of the Network and key applications
  • Escalate when necessary to line management
  • Track incident status and inform users regarding status
  • Get approval for incident resolution / request fulfilment from user
  • Qualified IT specialist (apprenticeship)
  • ITIL certified
  • Working knowledge of basic hardware and software products
  • Excellent written & spoken German and local language skills are required
  • Minimum of 2 years ITSM tool usage experience i.e. Service Now, Remedy, JIRA etc. for Incident, Problem, Request & Change Management
  • Service or Help desk institute certification
  • Experience in handling of local / Global support requirements
  • Experience in supporting users onsite
  • High flexibility and ability to deal with high pressure situations
  • Experience gained by working for a Global company
  • Demonstrate cultural diversity / sensitivity
  • Provision of high quality service to customers both internal & external

Deine Vorteile

Annual Bonus

Depending on company results we offer you annual bonus.
 

Holiday Bonus

If you take a two week continuous holiday, you can apply for the special bonus.
 

Language Courses

We offer you a possibility to improve your language skills.
 

Life insurance

Life insurance for you and your family members.
 

Medical healthcare package

Private medical healthcare offers various packages for you and your family.
 

Pension Program (PPE)

PPE is a chance for a bigger retirement. Company pays 3,5% of your salary to into your individual PPE account.
 

Professional Development

We’re strong believers in continual training and development for our people. After all, your success is our success.
 

Sport Card

Sport card gives you free access or discounts to many sport objects.
 

Work-life Balance

Our vacation and leave policies reflect our belief in proper work-life balance.
 

Working Internationally

See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Deine Bewerbung

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