IT Support Analyst with German

• Communicate with Computacenter clients primarily through emails and tickets, with minimal use of the telephone.
• Qualify and allocate ︁︀​︂︃︃​︇︂​︁︃︁needed replacement devices based on a provided matrix, and check availability when required.
• Direct customer contact for scheduling or address coordination and provide timely status updates to enhance customer satisfaction.
• Process and resolve process-related errors at the ticket level.
• Document and update statuses in the ticket management tool.
• Ensure compliance with Service Level Agreements (SLAs) by balancing process requirements and customer-specific transactions.
• Serve as a point of contact for internal and external customers for ticket-based queries.
• Follow Computacenter Information Security Policies and report any potential or actual security events or risks.
• Handle tickets (or corresponding work tasks) in a timely and priority-oriented manner according to agreed KPIs, warranty status, processes, and customer-specific procedures based on Standard Operating Procedures.
• Track assigned tickets and escalate issues to meet customer demands.
• Create quotes and monitor their status.

• Basic understanding of IT service delivery and service desk functions.
• Ability to understand and adhere to end-to-end policies and procedures.
• Work according to SLAs and OLAs, prioritizing tasks to achieve expected results.
• Conscientiously process incoming orders based on predefined Standard Operating Procedures.
• Maintain KPIs at the required level consistently.
• Basic knowledge of IT support and IT Service Management Tools (ServiceNow & Citrix etc.), knowledge of SAP is a plus.
• Working knowledge of Windows and MS-Office.
• Ability to work under supervision and as a team player, learn new tasks quickly, and show a willingness to progress.
• Demonstrate an organized approach to work and the ability to work independently.
• Strong customer service abilities and routine administrative skills.
• Work in a flexible hybrid arrangement, with 2 days per week at our office in Cluj to facilitate your initial integration into the newly formed team.
• Good communication skills in English and German, especially written.

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide and global revenue of £5.05 billion. We work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and managing our customers’ infrastructures. We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities, and strengths who want to live our shared values of teamwork and performance. Interested in joining a company with a strong sense of community? We’re growing. We’re hiring. We encourage. We empower. We support. #Winningtogether