* referral bonus: no
* working time: full time
* job flexibility: hybrid job
company description
continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2021, continental generated sales of €33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On october 8, 2021, the company celebrated its 150th anniversary.
the contitech group sector develops and manufactures, for example, cross-material, environmentally friendly and intelligent products and systems for the automotive industry, railway engineering, mining, agriculture and other key industries. Guided by the vision of “smart and sustainable solutions beyond rubber,” the group sector draws on its long-standing knowledge of the industry and materials to open up new business opportunities by combining various materials with electronic components and individual services.
job description
primary responsibilities include:
* incident management – triage, troubleshoot, resolve, and, when necessary, elevate it-related issues reported by end‑users from supported contitech locations via phone, email, chat, or online tickets.
* request management – monitor progress of escalated requests to other it support groups and proactively chase assignees to ensure timely fulfillment.
* access provisioning – review, fulfill, and, when necessary, elevate it‑access related requests such as new hire access or additional access for existing end‑users.
* access termination – review, terminate, and, when necessary, elevate it‑access related requests such as user resignation, termination, or access freeze for identified end‑users.
* actively monitor and chase high‑severity incidents and urgent requests to ensure continuous progress, providing regular updates to stakeholders until resolution.
* knowledge management – identify and report discrepancies in knowledge‑base articles used by service desk associates; assist in creating new and updating existing troubleshooting articles.
ad‑hoc and projects:
* participate on it projects where te ww service desk mnl involvement is required.
* work on ad‑hoc tasks relevant to te ww service desk mnl or global it organization, as assigned by the it team lead or head of service desk mnl.
qualifications
* technical knowledge – familiarity with active directory, office 365, sap, pc hardware/software, and infrastructure services (servers and network). Experience with itsm tools such as bmc helix.
* process knowledge – understanding of itil framework and customer service principles.
* proficient in english, both written and oral.
required experience
* education – bachelor’s degree holder, preferably in it or computer‑related courses.
* professional experience – minimum of 3 years of related work experience, potentially from a service desk, onsite it support, or junior application/infrastructure support roles.
* intercultural experience – comfortable working with a diverse group of individuals from various nationalities, educational, religious, political, and gender backgrounds.
important required capabilities
* expected behaviors: quality orientation, planning and organizing, ownership, collaboration.
* preferred behaviors: customer orientation, problem solving, effective communication, eagerness to grow and learn.
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