Service Desk Specialist (German - Speaking)

Outokumpu; Katowice; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Private life insurance

Comprehensive medical care

Pension scheme

Multisport card

Annual performance bonus

Accident-free bonus

Job summary

Outokumpu is seeking an IT Service Desk Analyst to provide first-level support to end users in German and English, handling tickets via phone, chat, email, and our support portal. You will troubleshoot issues using our knowledge base, escalate where needed, and ensure accurate logging in our ITMS system, while contributing to knowledge base improvements and user administration across IT systems.

The role offers a hybrid work model with opportunities to develop skills in a multinational

Qualifications

• IT degree or equivalent qualifications.
• Minimum of 1 year in Service Desk or IT support.
• Fluent in German and English (spoken and written).
• Excellent analytical and problem-solving skills.
• Strong communication and customer service skills.
• Experience with AD, O365, Windows.
• Willingness to learn and develop skills.
• Experience with ServiceNow or similar ITSM tool preferred.

Responsibilities

• Provide 1st level support to end users in German and English via phone, chat, email, and portal.
• Troubleshoot and resolve issues using knowledge base.
• Escalate unresolved tickets to 2nd level or vendors as needed.
• Assist users with IT service requests and admin tasks.
• Record all actions accurately in ITMS and contribute to the knowledge base.

Skills

Analytical thinking

Problem-solving

Communication skills

Customer service

German language

English language

Education

IT degree or equivalent

Tools

Active Directory

O365

Windows

ServiceNow / ITSM

Job description

Outokumpu is accelerating the green transition as the global leader in sustainable stainless steel. Our business is based on the circular economy: our products are made from 95% recycled materials, which we then turn into fully recyclable stainless steel. This steel is utilized in various applications across society, including infrastructure, mobility, and household appliances. We are committed to 1.5°C target to mitigate climate change, and with up to 75% lower carbon footprint than the industry average, we support our customers to reduce their emissions. Together, we are working towards a world that lasts forever. Outokumpu Corporation employs approximately 8,500 professionals in close to 30 countries, with headquarters in Helsinki, Finland and shares listed in Nasdaq Helsinki. Read more: www.outokumpu.com

Key Responsibilities:

• Provide 1st level support to end users in German and English language via phone calls, chat, email, and our support portal.
• Troubleshoot and resolve technical issues using solutions from our knowledgebase.
• Escalate unresolved tickets to 2nd level support teams and third-party suppliers.
• Assist users with IT service requests.
• Ensure all actions are accurately recorded in our ITMS tool.
• Perform user administration tasks across various IT systems.
• Utilize and contribute to the development of our existing knowledgebase.

Qualifications:

• IT degree or equivalent qualifications.
• Minimum of 1 years of experience in Service Desk or IT support.
• Fluent in German and English both spoken and written
• Excellent analytical and problem-solving skills.
• Strong communication and customer service skills.
• Experience with standard IT management tools such as Active Directory, O365, and Windows.
• A mindset geared towards learning and skill development.
• Experience with ServiceNow or a similar ITSM tool is preferred.

What We Offer

• International, diverse, and highly collaborative working environment
• Hybrid work model (not less than 2 times per week)
• Private life insurance (Ergo Hestia)
• Comprehensive medical care (Lux Med)
• Pension scheme (PPK with PZU)
• Multisport card supporting an active lifestyle
• Annual performance bonus (STI) rewarding results and contribution
• Accident-free bonus awarded when defined safety targets are met and no incidents occur on the manufacturing site