🕒 yesterday
Provides first- and second-line technology support across walk-up, deskside, telephony and self-service channels, resolving user issues, supporting meetings, and managing end-user devices and IT assets.
IT Service Analyst
📅 Nov 23, 2023
Application SupportITILIncident ManagementProblem Management
📜 Description
- Provide global support for incidents, problems, changes, and requests in line with SLAs and ITIL processes.
- Identify and resolve technical issues affecting online services that connect customers with their vehicles.
- Collaborate with the team in Germany to manage customer expectations.
- Verify request information, categorization, prioritization, and completeness; request missing details when needed.
- Document additional information.
🛠️ Requirements
- Academic background in IT or Engineering, or relevant experience.
- Fluent written and spoken English.
- Strong customer orientation and problem-solving skills.
- Strong communication and collaboration skills with a proactive, get-things-done attitude.
- Background or interest in Application Support.
- Previous exposure to Agile methodologies.
- ITIL or Cloud certification is a plus, but not required.
✨ Benefits
- 1200€ to equip your home office
- Flex allowance: 720€/year (60€ per month x12)
- Performance bonus
- Health insurance extendable to your household
- Wellbeing program extendable to your household
- Life insurance
- Pension fund
- Smartphone & phone data plan
Full job description
The Project
Modern vehicles are becoming smarter, allowing drivers to stay connected with their cars even when they are miles away. Whether it's starting the engine remotely, checking the fuel/battery level or scheduling a maintenance appointment, digital car services are making life more convenient. Competence Center is at the heart of this evolution, ensuring that these services run smoothly, enabling drivers to communicate with their vehicles whether through a smartphone, infotainment system or web portal. Our team provides application support for mobile online services, enabling drivers to remotely connect with their cars, the requests are grouped into focal points and, if an immediate solution is not possible, referred to the subsequent support structures.
What you will do
● Provide a global support according to business expectations based on SLA, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework;
● Work within a focused and analytical team in order to identify and solve technical issues related to online services that allow VW Group customers to communicate remotely with their vehicles;
● Collaborate directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations;
● Verify information, categorization and prioritization for content, completeness and request for completion, if necessary;
● Document additional information.
What we expect from you
● Academic background in IT/Engineering or related relevant experience;
● English fluency, both written and spoken;
● Great customer orientation and advanced problem-solving skills;
● Great communication and collaboration skills, and a "get things done" attitude;
● Background and interest in Application Support;
● Previous contact with Agile Methodologies;
● Some sort or Certification in ITIL or Cloud (not mandatory).
Company benefits
• 1200€ to equip your home office
• Flex allowance: 720€/year (60€ per month x12)
• Performance bonus
• Health insurance extendable to your household
• Wellbeing program extendable to your household
• Life insurance
• Pension fund
• Smartphone & phone data plan
• Discounts on VW Group cars and special financing conditions
Cool things you’ll experience in our work environment
• Tailored remote-friendly setup for every team's vibe!
• Flexible working hours
• Multicultural reality with + 30 different nationalities
• Pet friendly environment
• Boost your career with our internal mobility program, focused on your personal & professional growth
• Mix and mingle across teams for idea-sharing and bonding
About VW Group Digital Solutions [Portugal]
Technology-driven trends such as diverse mobility, electrification and connectivity will revolutionize the mobility industry in the next decade. Volkswagen Group, as world leader in the automotive industry, is setting the pace for this revolution.
At Volkswagen Group Digital Solutions [Portugal] we are the go-to team to tackle complex systems and programming challenges. We make sure that our products flow smoothly in all stages of the digital value chain.
Our main areas of focus: vehicle software & operations, mobile online services, IT security, fleet management, sales & after sales, purchasing & logistics and product portfolio management.
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