We are on an exciting journey building a digital environment for the Knauf Group that is as groundbreaking as our products for the construction industry. If you are looking for a global impact that is shaped by values such as entrepreneurship, commitment, partnership and Menschlichkeit, the position of Senior Service Desk Agent with German (m/f/d) could be the ideal challenge for you.

What you'll do

• Serve as a buddy for new hires and provide training
• Dispatch calls, tasks, and incident queues
• Offer proposals for improving the Knowledge Base using own knowledge and information from other agents
• Assist team coordinators and act as a proxy in their absence
• Respond to ongoing issues and escalate to the team coordinator or major incident manager as necessary
• Prioritize VIP tickets in the queue
• Be present at the office 2-3 times per week to oversee the team and support new agents
• Manage tickets in backlog

Who you are

• Advanced English and German language skills
• Minimum 2 years’ experience in work on Service Desk
• Extended knowledge in infrastructure and SAP topics
• Knowledge of Incident/Major Incident and ticket escalation process
• Knowledge about organizational chart
• Great interpersonal, communication and team spirit-oriented skills
• Proficiency in searching for knowledge base articles

What we offer

• An open, dynamic corporate culture with flat hierarchies
• Independent work with creative freedom
• Attractive remuneration 
• A wide time window for flexible working, including weekly home office days
• Continuous individual training and further education
• An open exchange of knowledge within the IT community

If you are looking for a variety of challenging tasks with global reach and family atmosphere, then you are most welcome at Knauf IT!

Knauf as an employer

Knauf is an international market leader in the building materials' industry. About 40,000 employees at over 300 locations worldwide generate a turnover of over 12,6 billion euros. The foundation of our success as family business are our corporate values of humanity, partnership, commitment and entrepreneurial spirit. Knauf IT, headquartered in Kitzingen, Germany, is an important driver of the global growth and digital transformation of the Knauf Group. 500 experts are supporting colleagues and customers with modern IT solutions and services.

The Knauf Group is a proud equal opportunities employer. We are committed to a diverse and inclusive working environment and therefore base all our employment selection decisions, within all aspects of our business, on experience, skill, and integrity. We strongly encourage applicants from all walks of life to apply for our positions, irrespective of age, sex, gender identity, disability, sexual orientation, origin, religion, etc.