Service Desk Analyst

Company Description

Since its spin-off in September 2025 AUMOVIO continues the business of the former Continental group sector Automotive as an independent company. The technology and electronics company offers a wide-ranging portfolio that makes mobility safe, exciting, connected, and autonomous. This includes sensor solutions, displays, braking and comfort systems as well as comprehensive expertise in software, architecture platforms, and assistance systems for software-defined vehicles. In the fiscal year 2024 the business areas, which now belong to AUMOVIO, generated sales of 19.6 billion Euro. The company is headquartered in Frankfurt, Germany and has about 87.000 employees in more than 100 locations worldwide.

Job Description

Position Overview:

We are seeking dedicated and customer-focused Service Desk team members to provide first-level technical support to our B2C and B2B clients. This role is critical in delivering a high-quality support experience by resolving issues, escalating where necessary, and ensuring that service requests and incidents are handled effectively and efficiently

• Provide first-line technical support to customers (B2C and B2B) via multiple channels (portal, phone, email, chat).
• Log and categorize service requests and incidents using the designated ticketing system.
• Troubleshoot and resolve known issues or escalate complex cases to the appropriate support level.
• Manage critical incident escalations in accordance with established protocols.
• Track and manage issues from initial report through to final resolution.
• Document all actions taken to resolve customer inquiries, ensuring adherence to defined processes and systems.
• Take ownership of customer interactions, asking relevant questions to accurately understand and resolve basic technical issues.
• Identify issues beyond scope and escalate accordingly to maintain service quality.
• Ensure adherence to SLAs and escalate as needed to meet service level targets and exceed customer expectations.
• Collaborate effectively within the team and contribute to a supportive and efficient team environment.
• Assist in the creation and maintenance of support documentation and knowledge base articles.

Participate in rotational night shift schedules to support 24x7 operations

Qualifications

• Minimum 2 years of experience in IT Service Desk or Technical Support roles, preferably in a 24x7 support environment.
• Strong customer service orientation and problem-solving skills.
• Hands-on experience with ticketing systems such as ServiceNow, MS Dynamics, BMC Remedy, or equivalent.
• Proficiency in Microsoft Office Suite.
• Excellent written and verbal communication skills.
• Proactive and solution-driven mindset with a focus on continuous service improvement and customer satisfaction.
• Patient, polite, and positive attitude under pressure.
• ITIL certification preferred.
• Fluency in English is required; knowledge of additional languages is a strong advantage.

Additional Information

• Integrated circuits digital/ analog (e.g. high voltage analog CMOS and BCD)
• 10+ years experience in IC design and verification / validation
• Automotive product development
• IC design/synthesis tools, good understanding of the physical design flow a plus (e.g. Cadence, Synopsys)
• Office tools (e.g. MS office, Visio)
• Worked on IPs (e.g. SPI, I2C, HDMI, RSDS, OpenLdi, PSI5, Ethernet, CAN…)
• VDHL, Verilog
• UVM test methodology
• System Verilog, SystemC (optional)
• Working in international development network

Ready to take your career to the next level? The future of mobility isn’t just anyone’s job. ​Make it yours! ​Join AUMOVIO. Own What’s Next.​