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IT Support Analyst (Referent Service Desk)


About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As an IT Support Analyst (Referent Service Desk), you will be the central point of contact for service providers and their employees in Germany. Moreover, you will have a chance to talk to ERGO Group’s departments to validate and document their knowledge. Together with the service provider, you will be responsible for creating or checking Known Errors and Knowledge Base articles. The role also involves getting to know about user experience tasks and complaints regarding the support of IT services provided by our service provider (including IT service desk, etc.).

How you will get the job done

  • reviewing service policies and applied knowledge at service providers and compliance with SLAs
  • correcting knowledge base articles in cooperation with the service provider
  • continuous developing the topic of knowledge and service guideline
  • managing the IT service desk and the IT service centers together with the product owner for knowledge management
  • reviewing the SLA to determine whether it can be improved or adapted
  • continuous reviewing of the quality of incidents created by the service provider

Skills and experience you will need

  • German at B2/C1 level and good knowledge of English (at least B2 level)
  • training in an IT profession or studies in IT
  • at least 5 years of professional experience in Service Desk area
  • experience as an IT Support Analyst or similar role

Nice to have

  • previous work experience with Knowledge Management
  • experience with Service NOW
  • willingness to travel

Interested in this position?

Apply now!

Why work with us?

Let&s be fit

We realize that most of us need assistance to stay in shape and good health. That's why we provide every employee with a medical package coverage and co-finance a sports card. Additionally, we support a number of sports sections, and, you can even join our yoga team in the summer to practice yoga on the roof!

Let&s be balanced

Work-life balance is essential for us. That's why we offer our employees flexible working hours, pet-friendly offices, and if you would like to stay with your pet at home, a remote work environment. However, it won't be easy to stay at home with our in-office gaming room.

Let&s be smart

Staying up-to-date with all the new systems and technologies is not an easy task. That's why we have an extensive training and workshops offer, both in-house and with external providers. We organize hackathons and meetups, which are an excellent opportunity for our specialists to showcase their expertise. On top of that, we offer digital learning platforms, language courses, and a library.

Let&s be responsible

We love to see the difference we make together with our CSR projects. That's why we are always open to new projects, and we would love to include you in our next charity event!

Let&s be fun

At ET&S we love not only to work but also relax together. Sports events like company-wide bike race, or maybe a film marathon in our cinema room? Don't worry; we got it covered! Maybe you have a passion and would love to make an event out of it? Sure! We will help you!

Let&s be diverse

At ET&S we create a working environment free of prejudice and exclusion. Each member of our team can experience being valued, regardless of his or her gender, nationality, religious beliefs, disabilities, age, and sexual orientation or identity. Your wide range of qualifications, experiences, and ways of thinking are of great benefit to us!

Get to know us better

Check how it is working at ERGO Technology & Services

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