IT ServisDesk Admin/Analyst

Who we are and what we do:

Passengera provides connectivity and Infotainment solutions for transport operators. Passengera is a distributed onboard platform which provides information and entertainment services to the passengers through WiFi on board. You can experience Passengera on selected trains, buses and vessels all over the world.

What will you do:

  • First point of contact for incidents and service requests logged by the end users
  • Receiving, logging and managing tickets received via Phone/Email/Chat/web or other forms
  • 1st line support – Remote Troubleshooting and resolution of IT problems related to end user devices (mobile/tablets), Network, applications and computer peripherals
  • Prioritize support requests and incidents based on impact and urgency by selecting severity level
  • Escalate and coordinate unresolved support tickets with the relevant development or implementation team
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Creating and updating support documentation and Knowledge base articles to assist other support staff and end user
  • Defining, maintaining and reporting SLAs and other stats definition documents to reporting clients/internal

What will you need:

  • Familiarity with JIRA
  • Good written and verbal communication skills in English, German is a plus
  • Organizational and listening skills
  • Prior IT support experience – Managing incidents including business expectations and communication
  • Knowledge/experience with enterprise IT infrastructure will be an added advantage
  • Experience with IT reporting will be an added advantage

What will you get:

We strive to offer an environment that provides our associates with the right balance between work and family. We are offering you an opportunity to work in an experienced team and to be a part of the project which you can be proud of and which can be – at least we hope it can – entertaining for you. We can offer you a full-time job with flexible working hours, competitive salary, friendly environment, motivational reward and professional progress.