Ticketing agent Jobs in Bruchköbel

Summary

As the IT Helpdesk Manager, you'll manage a help desk team to resolve complex queries and manage the partnering relationships with internal clients, build effective working relationships and provide high-quality professional services to facilitate the delivery of business strategy and plans.

We want you to : Team Management :

Supervise and Lead Helpdesk Team : Oversee the daily operations of the helpdesk team, including hiring, training, mentoring, and performance management.

Scheduling and Staffing : Ensure adequate staffing levels to provide timely support across all required hours.

Performance Evaluation : Conduct regular performance reviews and provide feedback to helpdesk staff.

Service Management :

Incident and Request Management : Ensure all incoming support requests and incidents are logged, prioritized, and resolved efficiently using the helpdesk ticketing system.

Escalation Management : Manage escalated support issues, ensuring timely resolution and customer satisfaction.

Process Improvement :

Develop and Implement Policies : Create and maintain helpdesk policies, procedures, and standards to improve efficiency and service quality.

Workflow Optimization : Continuously analyze helpdesk operations and workflows to identify areas for improvement and implement changes.

Technical Support :

Provide Technical Assistance : Assist with complex technical issues and provide support when helpdesk staff require additional expertise.

System Administration : Oversee the maintenance and administration of IT systems, including user account management, software installation, and updates.

Reporting and Analysis :

Customer Satisfaction : Monitor and improve customer satisfaction levels through surveys, feedback, and service quality assessments.

Project Management :

IT Projects : Plan, coordinate, and execute IT projects related to helpdesk operations, including system upgrades, migrations, and new technology implementations.

About you :

• Degrees in computer science, information systems, or a closely related field are commonly preferred.
• At least 5 years of cumulative experience in IT support, help desk environment or related roles
• 3-5 years of experience in managerial experience - Ability to lead and motivate a team of IT support professionals. Experienced in hiring, training, and managing performance.
• Fluent in both English and Korean
• Proven experience in handling and resolving various technical support issues.
• Commitment to providing exceptional customer service. Ability to manage customer expectations and handle escalated issues with diplomacy.
• System Administration :  Experience in managing user accounts, permissions, and configurations across various operating systems (Windows, macOS, Linux).
• Network Fundamentals :  Understanding of LAN / WAN configurations, TCP / IP protocols, DNS, DHCP, and other networking concepts essential for troubleshooting.
• Helpdesk Tools :

Knowledgeable in CompTIA A+, Network+, or Security+

Rewards and Benefits