ROU | req3690
Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,400 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

As a Service Desk Analyst at DKV Group, you will play a pivotal role in providing essential technical support and maintaining efficient operations through prompt resolution of inquiries, faults, and requests.


This position requires a proactive approach to problem-solving, strong communication skills, and a commitment to ensuring user satisfaction across the organization.

Main responsibilities:

• Record and manage inquiries, faults, and requests via phone and email as part of 1st level support for our collogues in other departments - no external clients
• Independently troubleshoot and resolve technical issues during initial contact with users.
• Implement immediate measures and escalate complex faults to downstream support units with appropriate pre-qualification.
• Ensure the Service Desk is operational and available during designated service hours.
• Create and maintain comprehensive documentation and solution descriptions for standard IT requirements.
• Coordinate shift planning with colleagues to ensure continuous service coverage from Monday to Friday;
• Monitor and respond to technical and procedural inquiries across the DKV Group via hotline during service hours.
• Document each telephone inquiry as a ticket to accurately record expenses and track resolution progress.
• Classify and categorize requests, gather necessary information, and escalate tickets to appropriate teams for further action.
• Qualify incoming tickets as incidents or service requests, communicate with users to gather additional details, and provide direct support by accessing their systems if necessary.
• Manage user onboarding and offboarding processes, including creating and deleting user accounts and updating documentation as required.
• Update and expand the knowledge base to ensure information remains current and accessible for all team members.
• Participate actively in team and departmental meetings, contributing ideas and collaborating with colleagues on new approaches.
• Implement changes in task routing to optimize efficiency and streamline processes across teams

• Education or certification in the IT sector (., IT specialist) or relevant field is a plus
• Minimum 3 years experience in IT support, service desk operations, or technical customer service roles is a plus
• Proficiency in Microsoft products such as Windows 10 and Office, along with familiarity with ITSM tools and call tracking systems.
• Knowledge and certification in ITIL best practices for IT service management is preferred.
• Strong analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Proficient written and spoken English and German language skills
• Attention to detail.