Teamkoordinator User Help Desk (m/f/d)

Coordination of incoming tickets, prioritization according to urgency and requirements as well as monitoring of reaction and solution times Management of critical disturbances, communication between support units and specialist departments as well as coordination of external service providers, including support of the 1st and 2nd level review of ticket documentation, compliance with ITIL processes and analysis of recurring disruptions with focus on continuous process improvement creation of service reports, evaluation of KPIs and preparation of management reports to support strategic decisions. Responsible for shift planning, holiday and representation coordination as well as support for onboarding new employees Contact persons for escalations, information of users in case of major disruptions and ensuring high customer satisfaction Good IT skills in the field of network, servers and active Directory Practical experience in the use of ITSM tools Organisational talent with strong communication skills, conflict management and resilience knowledge of ITIL (mind. V2) and process management Secure German and English knowledge in word and writing Enthusiasm and passion for IT service management and work with people and technology. Unlimited employment and attractive tariff content (IG metal) Mobile work and flexible working hours – we always try to realize the best work-life balance Solid onboarding incl. mentoring program Continuous learning and training opportunities Health promotion such as vaccinations, anti-stress offers, occupational health and other support services Food subsidy and vegan food offer in our canteens IG Metal collective agreement fittings such as 30 days holiday + additional holiday opportunities Corporate Benefits such as sports and shopping benefits Occupational pension BVG Jobticket Location: Berlin | Working time: Full time | Type of contract: Unlimited Disabled people are preferably taken into account with the same suitability. In principle, there is also the possibility of parttime employment. Please note that applications that reach us on the postal path will only be sent back if a sufficiently franked return envelope is attached. .