Group Service Desk Agent (m/f/d)
Hamburg
IT Operations /
Full-time /
On-site
About Us
Unzer is a leading European fintech company with a mission to simplify international payments for e-commerce and retail businesses. Our brand was formed from 13 companies that now contribute to building a unique product covering the entire payment flow.
At Unzer, we are driven by the belief that customers should enjoy a seamless shopping experience, no matter where they choose to shop. We are a team of over 700 experts of 55 different nationalities, dedicated to creating a state-of-the-art unified commerce platform. Our goal is to enable businesses to delight their customers with a seamless payment experience.
Whether you're a tech enthusiast, payment expert, or a dedicated support professional, we are looking for individuals who are passionate about making a difference.
Our offices: We are based across Austria, Denmark, Germany and Luxembourg with a HQ in Berlin. Please note: This position is based in Hamburg.
Our values:
Raise the bar – we begin each day by striving to do better.
Deliver results – we want to focus on quality delivery - here and now.
Together, not alone – we support and treat each other with respect, acting always as one team.
Act with integrity – we are true to our word.
Put merchants first – we solve merchants’ problems and prioritise our customer’s interests.
Embrace accountability – we don't sacrifice long-term value over short-term results.
About The Team
Our mission is to continually provide a user-centric modern workplace solution with a "people before technology" approach, focusing on improving the user experience and integrating the latest digital technology. You will join the team that offers hands-on IT support for modern end-user devices and infrastructure. This role is essential to our teams’ success, and you'll have the opportunity to contribute to our shared mission of making a positive impact.
What your work will look like:
- You will be the first point of contact for internal customers, i.e. our colleagues. Your friendly and professional demeanour will ensure an excellent service experience.
- You will communicate clearly and concisely with various stakeholders to clarify
- requirements, explain solutions and improve service will be part of your responsibilities.
- You will monitor our ITSO services according to common market standards and KPIs to ensure that the first resolution rate, resolution and response times are optimized. In addition, you will create helpful notes, documentation and instructions for our users.
- You will assume technical responsibility for theUnzer Group Service Desk. This will ensure smooth communication and efficient problem-solving for all users.
- You will be responsible for the administration and commercial management of the end-user hardware and software used.
What you need to be successful in this role:
- You have extensive professional experience, ideally in comparable tasks. In particular, you have experience in managing service desk teams and processes according to ITILv4 standards.
- You have strong communication skills in English and German.
- You enjoy making phone calls and can communicate clearly and comprehensibly with various stakeholders.
- Your service-oriented attitude enables you to support users in solving problems through a solution-oriented approach.
- You work independently, but also as part of a team. Your strong service awareness helps to ensure that our users receive the best possible support.
- You are confident in using Windows and Office 365. You are also motivated to continuously familiarize yourself with new topics.
- You are curious about the latest developments in the IT industry.
What’s next?
- Does it sound exciting? - Apply with your CV in English. Please don’t shy away if you don’t meet all the requirements! We’re looking forward to meeting you.
- We will get back to you within 7 days of receiving your application.
- The interview process includes: a 30min intro call with a manager and 60-90min conversation with the team. Please note the process might alter depending on our team’s availability.
What’s in there for you:
🚲 Mobility support, whether you choose bike rental or leasing or a Deutschlandticket - we've got you covered.
🫴 Explore counselling assistance, be it for professional or personal matters, through our associated platform.
💰 Pension scheme, we want to give back and help you secure your future.
🏖️ 15 days a year of workation from your desired destination within the EU.
🕟 Flexible working hours – you get to choose the schedule that works best for you!
📗 Learning budget of 1000 euros per year – you can develop your passions with us.
🎉 Enjoy some fun moments with your coworkers – we throw a company party once a year and host several team events!
*Unzer is an equal employment opportunities workplace, and we commit to hiring regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law. Please refrain from including your picture and age with the application.
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