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About the Role
Join our team to help shape the digitalization of the Berlin administration and drive it forward. We are looking for a Senior Service Desk Employee to actively contribute to creating a modern and future-proof administration.
Responsibilities
- Actively shape the digitalization of the Berlin administration.
- Identify optimization potential and contribute to the continuous improvement of our service desk processes.
- Independently analyze, prioritize, and process complex incidents and service requests.
- Manage, monitor, and ensure the quality of ticket processing according to SLAs.
- Advise customers and ensure professional, solution-oriented communication.
- Support colleagues in processing complex support cases.
- Take on responsible tasks in exciting IT projects.
Requirements
- Completed vocational training (e.g., IT specialist system integration/IT system electronics) or comparable knowledge and skills acquired otherwise.
- In-depth knowledge and experience in IT support.
- Sound knowledge and experience with trouble ticketing systems.
- Basic administration knowledge.
- Knowledge of target group-specific communication.
- Knowledge and experience with standard office programs.
- Very good German language skills (written and spoken, C1).
- Willingness to undergo the extended security check (SÜ 2) according to § 11 of the Berlin Security Check Act (BSÜG).
- Your lifestyle is compatible with our service hours (rotating shifts) from Monday to Friday, 6:30 AM to 7:30 PM.
Skills
- Customer communication
- Data protection
- IT security
- Handling pressure
- Decision making
- Teamwork
- Motivation
Location
- Berlin
Work Type
- Full-time
- Hybrid
Experience Level
- Senior
Education Level
- Vocational training
Salary/Compensations
- Entgeltgruppe 10 EntTV ITDZ Berlin / TV-L Berlin / 3. ÄTV ITDZ Berlin
Benefits
- 30 days of vacation
- Days off on December 24th and 31st
- Flexible working hours
- Overtime compensation possible
- Individual part-time models
- Possibility of mobile work
- Company childcare
- Diverse further training opportunities
- Company health management (e.g., company sports groups, sports events, mobile massages, social and employee counseling, health courses)
- Remuneration according to 3. ÄTV ITDZ Berlin ITDZ
- Additional benefits according to Tarifvertrag der Länder (TV-L)
- Annual special payment
- Supplementary pension (VBL)
- Capital-forming benefits
- Subsidy for BVG company ticket
- Company bike leasing option
- Covered bicycle parking
- Option to rent a parking space
- Referral bonus for recruiting new employees
About the Company
- The ITDZ Berlin is a modern service provider for the Berlin administration, focusing on modern perspectives for administration.
Equal Opportunity
- We value and promote diversity and equal opportunities and welcome applications regardless of gender, age, disability, ethnic background, religion, worldview, or sexual orientation.
- Applications from people with disabilities, people with a migration background, and women are particularly welcome.
- In case of equal qualifications, severely disabled people and those treated as such will be given preferential consideration, as will people with a migration background.
- Part-time employment is possible.