Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 3.127 to 4.000€ Gross/Month
- Location
- Vienna
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you coordinate the service desk, handle tickets independently, serve as a point of contact for employees, and manage hardware and software assignments and their administration.
Job Technologies
Your role in the team
- You are not just a Service Desk agent, but also the conductor of our Service Desk orchestra.
- You handle tickets with intelligence and heart.
- They coordinate the other three Service Desk employees and ensure smooth operations.
- You are a point of contact, support, and also a spokesperson for less experienced colleagues.
- They ensure that nothing is left behind, nothing is forgotten, and everything runs smoothly.
- They keep deadlines, priorities, and SLAs in view.
- You are the first point of contact when things go wrong - both internally and externally.
- Handling of issues and requests from ÖPA employees (as tickets, in person, by phone).
- Assignment of permissions and software allocations.
- Management, issuance, return, and configuration of client devices (notebooks, mobile phones, screens, scanners, …).
- Coordination of work at the Service Desk, task assignment, task follow-up, ensuring compliance with processes and workflows.
- First point of contact for less experienced Service Desk staff and customers.
- Prioritization of tasks and tickets.
- Documentation of found solutions for building a knowledge and solution database.
- Creation of instructions for users.
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Our expectations of you
Education
- Completed education with an IT background, high school diploma (Matura), or at least 3 years of relevant professional experience.
Qualifications
- Austrian citizenship or unrestricted access to the Austrian labor market.
- Organizational talent and a clear head - even with a high volume of tickets and many inquiries.
- Enjoyment in taking responsibility and maintaining oversight.
- Communication skills: clear, friendly, solution-oriented.
- Hands-on mentality: You get involved rather than just passing things on.
- Understanding of and commitment to processes, workflows, goals, and key figures.
- Very good knowledge of German and good knowledge of English, both written and spoken.
- Knowledge in the field of Identity Management (specifically Active Directory and EntraID).
- Knowledge in operating systems (specifically Windows & Android) and office applications (specifically MS Office, Office 365, Outlook, Teams) as well as communication technologies, including VPN and remote maintenance.
Experience
- Experience in Service Desk / IT Support / Customer Support.
- Knowledge and experience in working with ticketing systems.
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Benefits
Food & Drink
More net
Work-Life-Integration
Job Locations
Topics that you deal with on the job
This is your employer
Österreichisches Patentamt
Wien
The Austrian Patent Office is the national authority on intellectual property protection. We make sure that innovative ideas are safeguarded with quality patents, trademarks and designs by granting these protections to inventors.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Public Service, Unions
Service desk agent and coordinator
- Salary
- 3.127 to 4.000€ Gross/Month
- Location
- Vienna
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
