ABAKUS IT-SOLUTIONS - Your IT Comfort Expert!

We're seeking a talented and dedicated individual to become an integral part of our IT Service Management team. If you thrive in a hybrid work environment, are fluent in German (C1 level), and possess a passion for delivering top-notch service, we want to hear from you!

Mission Characteristics:

• Hybrid work model: Enjoy the flexibility of working at least 2 days per week onsite in Stuttgart, Germany.
• German fluency: A minimum of C1 level proficiency is required.

Profile:

Activities: As a key member of our IT Service Management team, your main responsibilities will include:

• Processing incidents within the scope of warranty management and chargeable repairs.
• Liaising with customers' hardware suppliers.
• Handling complaints and escalations for customer inquiries related to service requests and incidents.
• Conducting research and writing statements for various processes.
• Collaborating with cross-functional teams.
• Participating in regular meetings with customers and service providers.
• Maintaining an open points list and independently following up on issues.
• Creating and updating documentation.
• Checking and maintaining asset data in the configuration management database/ticket system.
• Controlling and verifying activities of service providers and departments in the ITSM tool's ticket system.

To be considered, you must meet the following criteria:

• Minimum vocational training or a university degree in computer science, industrial engineering, or a related field.
• At least two years of proven professional experience in Microsoft Windows 10 and Microsoft Office 2016.
• Knowledge of warranty management and experience in warranty processing.
• Minimum one year of professional experience in processing and closing tickets in ticket systems or in HelpDesk/customer support with a focus on incident and service request management.
• Very good command of written and spoken German (at least C1 level).

The Ideal Candidate Must Have:

• Independent and solution-oriented work style.
• A structured and conscientious approach to tasks.
• Analytical thinking skills.

The ideal candidate would have:

• Five years of commercial and/or IT experience.
• Work experience in an official environment for at least three months.
• Good Excel skills, including PIVOT creation and data research.
• Understanding of processes and tasks for IT services.
• Knowledge of USU Valuemation operation and analyses.
• Professional experience in client asset management and asset data maintenance.
• Professional experience in service provider management Technical Field Service (provision of client hardware).
• Knowledge in the evaluation of client hardware/damage (for office workstation, e.g., notebook, monitor, etc.).
• Certification according to ITIL 4.

If you are ready to embark on this exciting journey and meet the criteria outlined above, we invite you to apply and be part of our innovative and collaborative team. Join us in shaping the future of IT Service Management!