Service Desk Specialist

Berlin, DE

Job Description / Skills Required

Purpose

Role within a service desk team that acts as a single point of contact for providers, b2b partners and related stakeholders. The duty of a service desk is to make sure that users receive the right help in a well-timed manner, taking care of both incidents and service requests.

Main tasks and responsibilities:

  • Ensure timely responses to requests from providers, partners and others
  • Ensure quality services are performed to the agreed SLA’s
  • Advise users on appropriate actions, sometimes tutoring of a user might be required
  • Identifying and analyzing integration issues through logs and communication files (such as XML, JSON) in order to describe, classify and report them to internal teams or external providers
  • Following up on issues reported, discussing solutions, providing additional details and ensuring fixing thereof and continuously communicating updates to the reporter.
  • Providing and maintaining reports and supporting internal teams on frequent questions and tasks 
  • Updating documentation and related tasks to ensure maintenance of knowledge base
  • 2+ years working in product or service desk support 
  • Problem-solver, curious, eager to learn, team player 
  • Good communication skills to understand and describe problems, discuss solutions and solve problems
  • Customer service management, user focus
  • Ownership and initiative
  • Attention to details 
  • Strong knowledge of Excel, basic knowledge of SQL service desk tools and data analysis tools
  • Knowledge of API, XML, JSON is a plus

What’s in it for you? #LifeAtOmio

  • A competitive and attractive compensation package
  • A generous pension scheme
  • A diverse team of more than 45 nationalities

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.