Provide global support in line with business expectations and SLAs, focusing on Incident, Problem, Change and Request Management processes using the ITIL framework;
Work within a focused, analytical team to identify and resolve technical issues related to online services that enable VW Group customers to communicate remotely with their vehicles;
Collaborate directly with the team in Germany to manage customer expectations and meet client requirements;
Verify information, categorization and prioritization of tickets for completeness and request additional details when necessary;
Document all relevant information.

Degree in IT/Engineering or equivalent relevant experience;
Fluent English, both written and spoken;
Strong customer orientation and advanced problem-solving skills;
Excellent communication and collaboration skills, with a "get things done" attitude;
Background and interest in Application Support;
Experience with Agile methodologies;
ITIL or Cloud certification is a plus (not mandatory).

IT Service Analyst

Key skills