Junior German Speaking Service Desk Specialist

As a Service Desk Specialist you will be a part of Arvato Systems Global Delivery Service Operations unit and a member of our Service Desk team, who focuses on delivering support in incident management, providing high quality services to our customers all around the world. You will be responsible for supporting customers in system inquiries, working closely and establishing global connection with colleagues in different locations in the world.

General responsibilities:

• 1st Level Support

• Respond to customer inquiries via e-mail/ticketing system or phone

• Process and monitor technical incidents

• Advise and support the customer in consideration of functional requests

• Assist the customer in resolving 1st level issues

• Dispatch and track tickets for the 2nd and 3rd level of support

• Follow up on any customer issues requiring additional research

• Demonstrate the highest level of customer service and professionalism

Work Organization:

• Shift Structure:

  • Eight-hour shifts, Monday to Friday
  • Shifts start as early as 7:00 AM and end no later than 10:00 PM
  • All team members work all shift types

• On-Call Duties:

  • Nighttime (10:00 PM to 7:00 AM) and weekend on-call shifts are required
  • On-call compensation is in addition to base salary
  • Overtime is paid for work performed during on-call hours

• Shift Scheduling:

  • Monthly shift schedules are created
  • Employees typically respond to 3-4 incidents during on-call shifts per month

Job requirements:

• Excellent communication skills in German and English languages: Required for communication across our international locations and customers from Germany.

• Previous customer service related experience

• Proactive and analytical approach

• Good problem solving skills

• Solution orientated and a team player

• Desire to grow and develop in IT industry

We offer:

• Monthly gross base salary from 1400 to 2000 EUR, depending on your level of expertise

• Hybrid way of working, based on your own preferences, with cozy office space in the center of Riga, when needed.

• Family-oriented company values and healthy attitude towards work and life balance - granting additional 4 vacation days, birthday leave, "Happy Land" space in the office for children, etc.

• Individual development and learning plan, including yearly budget for external training

• Necessary essentials – health insurance with dental services and sports coverage

• Possibility to work in mutual trust and positive team environment, to be creative and improve working flows by self-initiatives

• Friendly, multicultural and cooperation orientated colleagues

About us

Arvato Systems is an international IT specialist that supports major companies in Digital Transformation. We stand for strong industry knowledge, in-depth technology expertise and a clear focus on customer requirements. Working as a team, we develop innovative IT solutions, transition our clients into the Cloud, integrate digital processes, and take on IT systems operation and support. As part of Bertelsmann, we are built on the solid foundations of a German global corporation. At the same time, we rely on our strong strategic partner network with top international players such as AWS, Google, Microsoft and SAP. We make the digital world easier, more efficient and more secure and our customers more successful. 

We Empower Digital Leaders. arvato-systems.com

At the heart of our company is the well-being of our employees and the planet, which we believe go hand in hand. Thats why we provide our team with the tools and environment they need to thrive, ensuring that every team member feels valued and respected. In our inclusive workplace, diversity is not just celebrated but is a cornerstone of our success!

Moreover, our commitment to sustainability and social responsibility is evidenced by our Family Friendly certification from SIF, Green Office recognition and commitment from WWF, and our adherence to Latvias Inclusion and Diversity charter.

We look forward to receiving your application.

Received application information is treated as highly confidential and will only be used for recruitment process of this position. Data submitted will be secured and processed only for the purpose of recruitment and shall be deleted after its conclusion. For more information, please click here.

Company: SIA Arvato Systems Latvia 
Country: Latvia 
State/Region: Riga 
City: Riga 
Postal Code: LV-1013 
Job ID: 274054