Job Responsibilities:
As an Analyst, User Experience (m/f/x) in our central 1st & 2nd level support team, you will be the go-to expert for internal IT issues, guiding our users through the resolution process from start to finish.
Key Responsibilities
Receiving and Classifying Inquiries:
Answering calls and tickets
Recording and documenting inquiries in the ticketing system
Initial classification and prioritization of inquiries
Basic Troubleshooting:
Supporting the use of standard software (e.g., Office applications)
Assisting with password resets, access rights
Resolving connectivity issues (e.g., network, VPN)
Printer
Escalating Complex Issues:
Escalating unresolved issues to 3rd Level Support
Providing all relevant information for further processing
Documentation and Follow-Up:
Documenting all actions taken in the ticketing system
Following up on open tickets to ensure timely resolution
User Satisfaction:
Ensuring high user satisfaction through friendly and competent support
Regular checks of rated tickets
Asset Management:
Inventory Tracking: Monitoring and recording the allocation, usage, and lifecycle of notebooks and mobile phones to ensure accurate asset records
Setup, Maintenance, and Upgrades: Managing the initial setup, maintenance schedules, software updates, and hardware upgrades for notebooks and mobile phones to ensure optimal performance and security
Qualifications and Education
Completed training as an IT Specialist for System Integration or equivalent education/experience
Experience
Several years of hands-on experience in IT support or as an IT Systems Administrator
Skills
Excellent user support and service orientation
Proficiency in 1st & 2nd level support for hardware and software
Strong knowledge of Windows operating systems and PC client management
Basic understanding of network administration and Windows servers
Proactive, independent approach to problem-solving and project management
Strong organizational skills and a high level of commitment
Fluency in both written and spoken German and English
Working Environment
For committed and motivated employees, we offer an interesting and varied job in a dynamic team, together with individual and functional development, in a professional environment of a global company. Fair treatment and a sense of responsibility towards employees are the principles of Magna's culture. We strive to provide an inspiring and motivating work environment.
Travel activities: 5-10%.
Additional Information
We offer attractive benefits (e.g. discretionary performance bonus, employee participation program) and a salary in line with the market, depending on your skills and experience.
Awareness, Unity, Empowerment:At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.Worker Type:Regular / PermanentGroup:Magna Corporate