Group Service Desk Agent (m/f/d)

Service Desk Agent

Unzer is a leading European fintech company with a mission to simplify international payments for e-commerce and retail businesses. Our brand was formed from 13 companies that now contribute to building a unique product covering the entire payment flow. At Unzer, we are driven by the belief that customers should enjoy a seamless shopping experience, no matter where they choose to shop. We are a team of over 750 experts from 70 different nationalities, dedicated to creating a state-of-the-art unified commerce platform. Our goal is to enable businesses to delight their customers with a seamless payment experience. Whether you're a tech enthusiast, payment expert, or a dedicated support professional, we are looking for individuals who are passionate about making a difference.

Our offices are based across Austria, Denmark, Germany, and Luxembourg with a HQ in Berlin. This position is based in Heidelberg (onsite).

About The Team

Our mission is to continually provide a user-centric modern workplace solution with a "people before technology" approach, focusing on improving the user experience and integrating the latest digital technology. You will join the team that offers hands-on IT support for modern end-user devices and infrastructure. This role is essential to our teams' success, and you'll have the opportunity to contribute to our shared mission of making a positive impact.

What your work will look like:

• As a Service Desk Agent, you will play a key role in our IT department. Here are some important aspects of the position:
• Service orientation: You will be the first point of contact for internal customers, i.e., our colleagues. Your friendly and professional demeanor will ensure an excellent service experience.
• Communication: Communicating clearly and concisely with various stakeholders to clarify requirements, explain solutions, and improve service will be part of your responsibilities.
• ITIL 4 Practices: A sound knowledge of ITIL 4 practices is crucial. Especially in Service Desk Incident Management, Problem Management, Request Fulfillment, and Knowledge Management. These practices help to manage IT challenges efficiently.
• Monitoring and Documentation: You will monitor our ITSO services according to common market standards and KPIs to ensure that first resolution rate, resolution, and response times are optimized. In addition, you will create helpful notes, documentation, and instructions for our users.
• Responsibility for the Group Service Desk: You will assume technical responsibility for the Unzer Group Service Desk. This will ensure smooth communication and efficient problem-solving for all users.
• Hardware and software management: You will be responsible for the administration and commercial management of the end-user hardware and software used.

What you need to be successful in this role:

• Professional experience: You have extensive professional experience, ideally in comparable tasks. In particular, you have experience in managing service desk teams and processes according to ITILv4 standards.
• Communication skills: You have strong communication skills in English, and German is a huge plus.
• You enjoy making phone calls and can communicate clearly and comprehensibly with various stakeholders.
• Service orientation: Your service-oriented attitude enables you to support users in solving problems through a solution-oriented approach.
• Independent working style and team orientation: You work independently, but also as part of a team. Your strong service awareness helps to ensure that our users receive the best possible support.
• Technical knowledge: You are confident in using Windows and Office 365. You are also motivated to continuously familiarize yourself with new topics.
• Interest in IT developments: You are curious and interested in the latest developments in the IT industry.

What's next?

• Does it sound exciting? - Apply with your CV in English. Please don't shy away if you don't meet all the requirements! We're looking forward to meeting you.
• We will get back to you within 14 days of receiving your application.
• The interview process includes: a 30min intro call with a TA partner, 45 mins technical conversation with the team and last call with the Team Lead. Please note the process might alter depending on our team's availability.

What's in there for you:

• Work from home up to 60% of the time. We want you to keep your work-life balance.
• Mobility support, whether you choose bike rental or leasing or a Deutschlandticket (for Germany) - we've got you covered.
• Explore counselling assistance, be it for professional or personal matters, through our associated platform.
• Pension scheme, we want to give back and help you secure your future.
• 15 days a year of workation from your desired destination within the EU.
• Flexible working hours – you get to choose the schedule that works best for you!
• Learning budget of 1000 euros per year – you can develop your passions with us.
• Enjoy some fun moments with your coworkers – we throw a company party once a year and host several team events!

Unzer is an equal employment opportunities workplace, and we commit to hiring regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law. Please refrain from including your picture and age with the application.