ITSM Coordinator

Job Summary:

• Logging and dispatching, tracking and monitoring of IT service requests from different customers
• Assessment of service requests with respect to contractual obligations, completeness and correct allocation of service classes
• Clarification of service requests with customers and internal staff via telephone or mail
• Point of contact for customers in all matters regarding the Request Fulfillment process and the statuses of service requests (written/verbal)
• Monitoring of compliance with Service Level Agreements and, where necessary, initiation and administration of hierarchical escalations
• Contributing to the enhancement of used tools
• Analysis and optimization of tool-based workflows
• Preparation internal and customer reports about the status of services requests
• Evaluation of customer satisfaction based on surveys

Required:

• Experience in administrative work and processing, experience in IT- Request Fulfilment is an advantage
• Ability to communicate in  German and English (spoken and written)
• Good Microsoft Office skills (Excel, Word, Outlook, Access)

• Experience with and interest in communication with customers and employees (domestic and abroad)

• Strong capacity for teamwork and dedication for work
• Independent, responsible and proactive working methods
• Assertiveness
• Knowledge of used ITSM and order tools is an advantage

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