IT Support Analyst (Referent Service Desk)

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

As an IT Support Analyst (Referent Service Desk), you will be the central point of contact for service providers and their employees in Germany. Moreover, you will have a chance to talk to ERGO Group’s departments to validate and document their knowledge. Together with the service provider, you will be responsible for creating or checking Known Errors and Knowledge Base articles. The role also involves getting to know about user experience tasks and complaints regarding the support of IT services provided by our service provider (including IT service desk, etc.).

How you will get the job done

• reviewing service policies and applied knowledge at service providers and compliance with SLAs
• correcting knowledge base articles in cooperation with the service provider
• continuous developing of the topic of knowledge and service guideline
• managing the IT service desk and the IT service centresgerma together with the product owner for knowledge management
• reviewing the SLA to determine whether it can be improved or adapted
• continuous reviewing of the quality of incidents created by the service provider

Skills and experience you will need

• German at B2/C1 level and good knowledge of English (at least B2 level)
• training in an IT profession or studies in IT
• at least 5 years of professional experience in the Service Desk area
• experience as an IT Support Analyst or similar role

Nice to have

• previous work experience with Knowledge Management
• experience with ServiceNow
• willingness to travel

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced

Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart

We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible

Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun

Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse

Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!