IT Support / User Helpdesk Support (gn)

We – the Marktservicecenter team – are the first point of contact for all questions regarding IT, software, and hardware for our colleagues in our more than 170 HORNBACH markets across Europe. With an analytical mind, a lot of passion, and a healthy dose of humor, we work daily on the best solutions for our users.

These are your tasks:

• IT Market Support: As IT Support / User Helpdesk Support (gn), you will actively assist our market colleagues with all matters regarding hardware and software, IT orders, as well as organizational questions.
• Problem Recording: You will receive incoming inquiries, problems, and fault reports via telephone, email, and our ticketsystem, and evaluate them regarding their severity and the next steps.
• Problem Resolution: After pre-qualification, you will solve the problems independently in direct contact with our market colleagues or forward the inquiry to the responsible specialist department or to external partners.
• Communication: You ensure efficient problem resolution by monitoring their completion and ensuring seamless exchange between all interfaces as well as a transparent processing status at all times.
• Beyond the screen: Last but not least, you are responsible for effective broad communication during serious problems, maintain our knowledge base, and establish a continuous exchange with our markets to improve processes and proactively avoid disruptions.

This is what you bring with you:

• Qualification: You have completed IT training and ideally have initial professional experience, or you are a tech-enthusiastic career changer – more important to us than your degree is your passion for customer support!
• Know-how: In addition to your knowledge in the areas of software application as well as hardware use and maintenance, your independent, structured, and analytical way of working enables you to achieve efficient solutions.
• Service Orientation: As a communication-strong service professional, you can communicate well in English and are eager to process standardized processes during our service and standby times.
• Doer Mentality: Do you keep an overview even in stressful situations and feel like having a varied daily business in agile teams? Then we should definitely get to know each other.