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.
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
Onboarding & Travel Requirements:
- Initial onboarding: At least 6 weeks on-site in Gütersloh
- Quality management training: 2 weeks in Brasov
- Occasional travel for team building or customer visits
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.
What we offer:
Highly competitive salary proposal
Strong employee benefits list: brand new office, private medical insurance, certified training possibilities, 24 vacation days + free birthday leave, regular team-building and company events, as well as other benefits according to company’s benefits policy, Bi-annual bonus based on the seniority within the company, meal tickets and different gift vouchers, etc.
Possibility of growth within Arvato Systems Global Delivery frame
Interesting projects and solutions implement and operate for Bertelsmann Group and international external customers
Committed and helpful team with a "WE" feeling
Possibility to work in mutual trust and positive team environment, to be creative and improve working flows by self-initiatives
Friendly, multicultural and cooperation orientated colleagues
