What you'll do

Regnology is seeking a skilled and customer-focused Service Desk Engineer with specialization in Zendesk and support KPIs to join our support team, led by the Service Desk Manager. As a Service Desk Engineer, you will be responsible for managing and optimizing our ticketing system, ensuring efficient support operations, and implementing key performance indicators (KPIs) to measure and improve service quality.

Your key accountabilities are:
  • Manage and optimize the Zendesk ticketing system to ensure efficient and effective support operations.
  • Develop and implement support KPIs to measure and improve service quality and efficiency.
  • Monitor and analyze support metrics, identifying areas for improvement and implementing corrective actions.
  • Escalate complex issues to higher-level support or other relevant teams while ensuring proper documentation.
  • Assist in the development and maintenance of support documentation and knowledge base articles.
  • Collaborate with the Service Desk Manager and other team members to improve support processes and service quality.
  • Participate in training sessions to stay current with product knowledge and industry best practices.

Why we should decide on you

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • Proven experience in a technical support or service desk role, with expertise in using and managing Zendesk.
  • Strong understanding of IT infrastructure, software applications, and troubleshooting techniques.
  • Excellent communication skills, both written and verbal, with a customer-focused mindset.
  • Strong problem-solving and analytical skills, with a keen attention to detail.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Experience in developing and implementing support KPI's

Why you should decide on us

  • Let’s grow together – our start-up character enables you to design our future 
  • We promote remote working and flexible working hours to create a positive work-life balance
  • We provide you with the opportunity to take on responsibility and participate in international projects  
  • In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas 
  • We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels 
  • Together we're better - meet your colleagues at our numerous team events
  • We offer you Regular social events arranged by our Sports and Social Network.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.

Are you interested? Apply now!https://www.regnology.net  

Role ID-  CS_2024_26

Über uns

Regnology ist ein international führender Anbieter für innovative Lösungen im Bereich Regulatory, Risk und Supervisory Technology (RegTech/RiskTech/SupTech), für AEOI und Steuerreporting sowie für Services für das aufsichtsrechtliche Meldewesen entlang der regulatorischen Wertschöpfungskette. Regnology ist seit 25 Jahren ein Partner für Banken und Regulierungsbehörden. Bis Ende 2020 war das Unternehmen Teil der BearingPoint-Gruppe und firmierte unter dem Namen BearingPoint RegTech. Seit dem Verkauf des RegTech-Geschäfts an das Private-Equity-Unternehmen Nordic Capital ist das Unternehmen unabhängig. Im Juni 2021 hat sich das Unternehmen mit Vizor Software zusammengeschlossen und kürzlich den Namen in Regnology geändert. Insgesamt nutzen mehr als 7.000 Firmen, darunter Banken, Versicherungen und Finanzdienstleister, Reporting-Lösungen von Regnology. Gleichzeitig setzen mehr als 50 Aufsichtsbehörden und Steuerbehörden auf fünf Kontinenten die SupTech-Lösungen des Unternehmens ein, um Daten von 34.000 Firmen in 60 Ländern zu erfassen und zu analysieren. Regnology beschäftigt insgesamt über 770 Mitarbeiter an 17 Standorten in 12 Ländern.

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