IT Service Desk Analyst (German speaking)

Company Description

KOSTAL Group is a global, family-owned German company that develops market-leading solutions for the solar and automotive industries. The company has been established in 1912 and employs about 20 000 people at 47 locations in 22 countries. In Bulgaria, KOSTAL is about to build its first business service centre to provide business support in IT, finance, procurement, master data, sales and HR fields. This will be a global centre with high value-added and complex processes.

Job Description

Main tasks, roles and responsibilities:

• Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.)
• Troubleshoot technical issues following internal knowledge documentation
• Provide support for high impact issues reported by end-users and junior analysts
• Collaborate to resolve high impact issues including documentation and follow-up until resolution
• Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date
• Perform day-to-day activities to meet KPIs and SLAs
• Report any performance issues related to the tools you are using in your daily work
• Escalate tickets based on knowledge base and process guidelines
• Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management
• Coordinate internal and external resources as part of critical incident management process
• Coordinate month-end clean-up of aged tickets
• Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts.
• Assist the Team Leader/Manager in creating weekly and monthly reports

Qualifications

Education

• High school diploma;
• ITIL v3 or v4 Certification is an advantage

Work experiences:

• 2 years experience of Customer Support or Service Desk position
• Experience with other IT Service Management processes is an advantage
• Experience in IT Operations is an advantage

Required Skills and Competencies:

• Interest in technology and good computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help and serve
• Experience in virtual teams in multinational organizations
• Eager to learn and improve, motivated and able to adapt to changes with ease
• Excellent interpersonal and communication skills
• Good analytical and problem solving skills
• Ability to make decisions for predefined topics.
• Ability to work independently, but seek guidance as and when necessary
• Detail-oriented with a commitment to maintain accurate records and documentation

Language

• Fluent in English and German (B2)

Additional Information

• Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
• Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Sofia
• Competitive salary, benefits and compensation packages (health insurance, bonuses, an extra day off , eyeglasses contribution)
• Supportive, diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
• KOSTAL is a dynamically developing company (10-20% yearly growth in the automotive and solar industry), an independent, family-run business which provides much flexibility
• You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative