IT Service Desk Analyst w/th German

Company Description

Arvato Systems is an international IT specialist that supports major companies in Digital Transformation. We stand for strong industry knowledge, in-depth technology expertise and a clear focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes, and take on IT systems operation and support. As part of Bertelsmann, we are built on the solid foundations of a German global corporation. At the same time, we rely on our strong strategic partner network with top international players such as AWS, Google, Microsoft and SAP. We make the digital world easier, more efficient and more secure and our customers more successful. We Empower Digital Leaders.

Job Description

As an internationally active IT specialist, we are looking for a Skilled Service Desk Agent (m/w/d) to support our external customers in the energy sector. In this role, you will serve as the first point of contact for IT support issues, handling incidents and service requests across multiple communication channels. You will work collaboratively with internal departments, external service providers, and directly with end-users to ensure a high level of customer satisfaction.

What tasks await you

• First and second level support for internal customers.
• Accepting support requests via phone, email, chat, or ticketing system.
• Analyzing, classifying, and resolving technical incidents.
• Remote troubleshooting using tools like Microsoft Anydesk or Citrix environments.
• Outbound communication with users to gather further ticket-related information.
• Service request fulfillment and documentation.
• Monitoring and controlling tickets to ensure adherence to SLAs and prevent breaches.
• Using and contributing to our knowledge base (Confluence wiki).
• Ensuring high service quality and maintaining customer satisfaction.

Daily Tasks ("A Day in the Life"):

• Responding to customer tickets via various channels.
• Remote client support and issue resolution (Windows 10/11, Office/M365).
• Interfacing with other technical teams and providers.
• Handling and documenting incidents and service requests accurately.
• Participating in team and stakeholder meetings as needed.

Qualifications

Who we are looking for

• Completed vocational training in an IT-related field or equivalent relevant experience.
• Experience in 1st and/or 2nd level IT support.
• Proficient in:
  • Windows 10/11
  • Microsoft 365
  • Active Directory management
  • Citrix environments
  • Microsoft Anydesk or similar remote desktop tools
• Confident use of knowledge management systems (e.g., Confluence)
• Mandatory high English and German language skills

Preferred Qualifications:

• Experience with Mobile Device Management
• Knowledge of Microsoft Azure, AAD, or Entra ID
• Familiarity with cloud technologies

Soft Skills:

• Strong communication and interpersonal skills
• Reliable and proactive
• Team-oriented
• Willingness to continuously learn new topics
• Structured and analytical approach to problem-solving

Then you are exactly right with us! Even if you do not meet all our wishes, do not hesitate to apply, because the FURTHER DEVELOPMENT of our employees is a high priority for us and opens up a variety of possibilities for you in our company.

Additional Information

What we offer:

We believe in a supportive and rewarding work environment for our employees.

Compensation and Benefits:

• Highly competitive salary.
• Bi-annual bonus based on seniority within the company.
• Meal tickets and various gift vouchers.
• Strong benefits list, including a brand new office, private medical insurance, and 24 vacation days plus a free birthday leave and many more.

Career Growth and Team Environment:

• Certified training possibilities and the opportunity to grow within the Arvato Systems Global Delivery framework.
• Interesting projects and solutions for both the Bertelsmann Group and international external customers.
• A committed and helpful team with a "WE" feeling, promoting a friendly, multicultural, and cooperative environment.
• The possibility to work in mutual trust and to be creative, with the freedom to improve working flows through self-initiative.

Today, Arvato Systems Romania has around 170 employees working in an innovative environment and will constantly grow in upcoming years due to many interesting projects and development areas. Does this sound like your dream job? Then apply here - we look forward to your application, also and especially if you can contribute to the diversity of our company!

Received application information is treated as highly confidential and will only be used for recruitment process of this position. Data submitted will be secured and processed only for the purpose of recruitment and shall be deleted after its conclusion.

For more information, please click here.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company's Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here.

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