IT Support Specialist with German Ref. No: 6802

Lufthansa Global Business Services is a 100 per cent Lufthansa subsidiary. We offer shared services worldwide for the entire Lufthansa Group in the areas of Finance, Business Intelligence & Transformation, Human Resources, Procurement and IT, which we provide or manage ourselves. It’s our goal to harmonize and standardize processes and to continuously make them more efficient and effective. We see ourselves as pioneers in digitization, as well as in the use and distribution of the latest technologies, for example in business process automation. As an internationally operating company, LGBS is represented at locations in Frankfurt, Hamburg, Krakow, Manila and Mexico City and manages BPO providers in Germany and abroad. With the global network of foreign representatives of the Lufthansa Group's field organization, we are also locally anchored and active worldwide.

Requirements:

• Min. 1 year of professional experience in IT Support or Customer Service
• Very good German (written and spoken)
• Good English (written and spoken)
• Good knowledge of MS Office
• Customer Orientation
• Analytical Skills
• Problem solving orientation
• Verbal Communication Skills
• Proactivity
• Assertiveness

Responsibilities:

The IT Support Specialist is responsible for users support  with all technical and functional queries regarding the use of Lufthansa SAP SRM module.

The role requires answering inquiries by phone and in respective ticketing tool, resolving users’ problems, fulfilling service requests, maintaining process database and documentation and transferring issues to the respective department if not solved within first level.

Main tasks:

• Answering inquiries by clarifying desired information - searching independently for information in all available systems and documentation, locating, and providing information as well as exchanging knowledge with other team members in order to achieve multi-competence skills
• Determining requirements by working with German and English speaking customers; Initiating contact with the customer if needed
• Resolving problems by clarifying issues  -  researching and exploring  answers and alternative solutions; implementing independently own solutions; escalating unresolved problems
• Fulfilling service requests - completing transactions; forwarding requests
• Informing about found SAP SRM support process/system gaps that could be improved
• Maintaining call center Jira database by entering information on regular basis
• Maintaining SAP SRM support process statistics and updating documentation
• Deciding urgency of an inquiry by predefined criteria
• Cooperating with other team members and with 2nd Level Support in order to provide the best service

We offer: