WBS IT-Service GmbH: IT Service Desk Agent (m/w/d) in Leipzig oder Halle

make IT happen!

Since 1990, we, WBS IT-Service GmbH, have been supporting companies and organizations in the tailor-made design and use of their IT landscape. To further strengthen our Team at the Service Desk and thus to better support our customers, we are looking for an IT Service Desk Agent (m/w/d) in Leipzig or Halle. Organize, coordinate and keep an overview – this is your strength? You know about ITIL, enjoy customer contact and love to efficiently solve IT problems?** Then get involved with us and become part of our dynamic team!

Your new task:

• Ticket management and prioritization: You receive incoming tickets and customer requests via different channels, collect them in the IT service management system and classify them according to our defined ITIL processes.
• Resource Management and Task Distribution: You take the assignment of tickets to the 1st and 2nd level support, based on their availability and competencies, based on the agreed service level agreements. Then you monitor the reaction and processing times and agree with our customers to plan and organize the service operations.
• Communication with customers and internal teams: You proactively inform our customers about the current progress of tickets, collect all relevant information between customers and technicians to enable an effective solution. By means of professional communication and comprehensible timetables, you provide a positive customer experience.
• System monitoring and reporting: You monitor the status of running tickets and compliance with the reaction and solution times according to service-level agreement, provide data and notes in the ticket system to ensure complete traceability and start reporting on performance and customer satisfaction.
• Process optimization and quality management: You support the development of processes in ticket and resource management and work actively with internal projects to optimize customer service and operational processes.

This is what you bring:

• Complete training in the field of technical informatics or IT system management.
• Multiannual Occupational experience in the Service Desk or User Help Desk, ideally with an IT service provider.
• Experience Transfer to ticket systems, for example Jira, ServiceNOW, OTRS, or similar.
• Very good knowledge of work after ITIL and in dealing with common office applications.
• Remarkable, but not a must, is a certification according to ITIL 4 Foundation and CompTIA A+ or CompTIA ITF+.
• High communication, team and organizational capability and a quick understanding.
• A service-oriented, careful and independent way of working as well as a professional approach to customers, even in stressful situations.
• German language skills (at least C1) and fluent English skills.

We offer you:

• An open corporate culture: We are a strong team of dedicated employees and meet at eye level. The doors to the management are literally always open. We are constantly working to improve our communication and our internal processes. Flexible work, both on site and hybrid, full-time or part-time. We have confidence working time and possible overtime are compensated for by leisure.
• A fixed integration programme, supervised by at least one experienced mentor: After the first days, where you will mainly be busy with organizational things, training and knowledge-based rounds, you will enter the daily business directly. Your mentor will provide you with intensive support in the process of incorporation so that you can achieve sustainable learning effects from the outset. In addition, more than 200 helpful colleagues are available to help you with your new tasks.
• Targeted training in consultation with our Education Manager: Together we develop an individual development plan and support you in achieving your professional goals. The implementation is carried out internally or in the form of one of our numerous specialist and executive trainings by external providers and certification partners.
• Modern Workplace : With us you receive a notebook, a service handy and a mobile headset – regardless of your location or position. All workstations in the office are equipped with two monitors each. For your health, our desks are height adjustable, the keyboard and mouse are ergonomic on request.
• Beloved Benefits: The possibility to use Company car, Job bike or Job ticket – also private. If necessary, you can also enjoy a kindergarten grant or a conversion of a wage share to VWL and BAV. Other Incentives such as corporate and team events, Discounts at the Corporate Benefits Advantage Portal, free fruit and drinks, special attention to birthdays and anniversaries. There is also the possibility of a Sabbatical.

Get in touch with your current CV (via Apply Contact Form) and experience real teamwork. We look forward to seeing you!

Personal formulations must be considered gender-neutral and apply to m/w/d.

Tags: IT, IT Service Desk Agent, Help Desk Agent, IT-Dispatcher Source/Application via: [https://www.commsbund.de/jobs/166311/it-service-desk-agent-m-strich-d-in-leipzig-oder-halle](https://www.commsbund.de/jobs/166311/it-service-desk-agent-m-strich-w-strich-d-in-leipzig-form or

Short information about the company

WBS IT-Service GmbH is one of the leading cross-brand service providers in Central Germany. With coordinated consulting and service services, we as a competent and reliable partner support our customers in the establishment and optimization of IT-supported business processes and system operation. As a service provider, we see our core competencies in planing, providing and maintaining high-availability IT solutions under the respective requirements of our customers.

Joblocations:

04109 Leipzig, SACHSEN, GERMANY