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IT Support | Service Desk Specialist (m/f/d)
Aktualität: 14.05.2022


14.05.2022, Cataneo GmbH
IT Support | Service Desk Specialist (m/f/d)
Handle in application incidents, driving recovery and mitigation in production environments Retrieve application logs to understand issues and promptly address the incidents Own and manage the communication with users as the first responder to their queries and feedback Conduct training and workshops Manage and prioritise the solution of issues, queries, and bugs in the platforms Manage the workload of a team of 3 developers and 1 tester Revise existing processes of the department and, ideally, propose improvements Create user documents, including FAQ's, workbooks, and manuals Strive for the provision of premium, scalable solutions and «ownership» of relationships Contribute to improving the overall experience and usage of the platforms Analyse KPIs and lead improvement projects within the department
Bachelor's degree in business administration, engineering, computer science or related fields Previous experience in a similar role within specialised IT software development, such as IT Helpdesk, User Satisfaction, User Support Experience using ticketing systems, such as Jira ServiceDesk, OTRS Experience working in an ITIL environment, including problem management and continuous improvement of work processes Basic understanding of IT infrastructure landscape, databases, file transfers, Linux servers and dependencies Strong communication and stakeholder management skills, being able to work both independently and in a team Well-versed in English and German languages (verbal and written) Basic knowledge of project management methodologies (e.g. PMBoK, Prince2) Previous experience in the media or entertainment industries is highly desirable



IT Support | Service Desk Specialist (m­­/­­f­­/­­d)