Dziękujemy za korzystanie z infoPraca. Data wydruku 21/11/2018.

Incident Manager / IT Service Desk Agent (German / English speaking)

Zabrze, śląskie

Kaefer S.A.

Opis stanowiska pracy

As IT Incident Manager / IT Service Desk Agent you will provide customer support and incident management to users of IT systems and peripheral equipment company wide. You will be responsible for receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents involving hardware, software, applications, networking or products on the IT standards list. You will resolve as many IT incidents as appropriate; such first-call resolution minimizes the impact and cost of IT problems to the company and increases personal productivity for the customers.

You will have a chance to gain knowledge in customer support in many fields of IT and close cooperation with other IT teams (internal / external). Also, our centrally-located Corporate Information Technology (CIT) department will provide you with opportunities to develop your career and expertise in different areas of IT.



• Act as a Single Point of Contact (SPoC) for all IT Users

• Log, categorize and prioritise all relevant incidents and service requests

• Provide first level support in order to restore the service as quickly as possible

• Properly allocate incidents and service requests to other resolver groups

• Act as Incident Manager (IM) on any Major Incident affecting corporate IT resources.

• Prepare operational reports for reporting purposes (periodically and on-demand)

• Provide IT support with office hours 7:00-16:30 (Mon-Fri) on shifts and optional on-call duty.



• Customer focus and exceptional phone etiquette

Fluent written & spoken German and / or English language skills are mandatory

• Experience in MS reporting tools (MS Excel and MS PowerPoint)

• Basic IT workplace and administration skills (MS Office, Active Directory, SAP and other internal apps)

• Good team player with “can do attitude”


Nice to have

• Experience in customer service or IT support

• Good communication and listening skills

Additional knowledge of Spanish or French is a valuable asset

• Nice to have experience in ITSM tool usage (i.e. IVANTI, ServiceNow, Remedy, HP SM etc.) but not mandatory (training will be provided)

• Excellent time management and organizing skills

• Analytical problem solving abilities

• Attention to details

• ITIL Foundation Certification


What we Offer

• Stable workplace with positive atmosphere in family-owned company focused on People (Menschlichkeit), Partnership, Commitment and 100 years of tradition.

• Multinational environment

• Private health care with an option for a family coverage and group life insurance

• Remuneration complementary to the competencies of a given job and possessed experience

• Subsidised sport cards (MultiSport) and cinema tickets

• Language classes

• Permanent contract


If you are interested, please submit your CV

Please include the following statement in your application: "I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process in accordance with the Personal Data Protection Act dated 29.08.1997 (uniform text: Journal of Laws of the Republic of Poland 2014, item 1182, 1662)"


We would like to inform that we will only contact selected candidates.

Prezentacja firmy

Firma KAEFER SA powstała w wyniku połączenia siostrzanych spółek TERMOIZOLACJA SA i... IZOKOR Płock SA, które od dziesięcioleci są obecne na polskim i europejskim rynku izolacji przemysłowych.

Na pierwszy rzut oka nas nie widać, ale można odczuć naszą obecność. Znajdziecie nas w fabrykach, elektrowniach i na platformach wiertniczych.
W tunelach i na rurociągach. Na statkach, stadionach piłkarskich i w instytucjach badawczych. W klinikach, budynkach mieszkalnych i przemysłowych. Jesteśmy prawie wszędzie. Być może nawet w tym miejscu, gdzie aktualnie przebywacie.

Nasze zintegrowane usługi i rozwiązania sprawiają, że życie i praca stają się bardziej bezpiecznie i komfortowe. Wewnątrz i na zewnątrz - na całym świecie. To właśnie jest KAEFER.

Informacje dodatkowe

Ostatnia aktualizacja:
Wymiar etatu:
Pełny etat
Rodzaj umowy:
Na czas określony
Liczba wakatów:
Min. doświadczenie:
1 rok
Min. wykształcenie:
Średnie ogólnokształcące
Branża / kategoria:
Praca IT - Hardware / Information Systems
do góry