Job Description

Your Role at CGM

As a leader in healthcare software solutions, we operate in 19 countries and employ nearly 9,000 dedicated employees. You will work in a dynamic and innovative environment full of opportunities, where your dedication and passion can make a lasting difference.

CGM leverages AI: we are looking for people who feel the power of AI in the eHealth environment, want to help shape change, and are curious about how technology can make healthcare smarter, easier, and better.

Purpose of the Role

The IT Support Professional ensures the qualified handling of support requests (tickets). The focus is on classifying and resolving tickets that require deeper analysis, documenting solutions completely, and communicating professionally with customers during incidents and maintenance windows. The role contributes directly to service quality, to the achievement of team objectives, and to knowledge building within the team.

Key Responsibilities

Ticket handling and troubleshooting

• Classify, prioritise and process incoming tickets.
• Independently conduct in-depth troubleshooting on requests that go beyond standard handling.
• Provide technical support on tickets that require more extensive troubleshooting and knowledge.
• Develop and implement solutions based on systematic ticket analysis.
• Identify key problems and recurring patterns, including less obvious solution approaches.
• Escalate to downstream support levels or specialist teams where the scope of the role is exceeded.

Documentation and knowledge management

• Document analysis, solution path and outcome completely and traceably in the ticket system.
• Prepare reusable solutions for the knowledge base (known errors, workarounds, how-to articles).
• Share findings with the team to reduce handling times and repeat queries.

Customer communication

• Manage incident and maintenance customer communications (status, impact, timelines, resolution).
• Communicate in a customer-oriented and comprehensible way, in writing and verbally (English).

Processes and team contribution

• Work according to defined standard support processes (ITIL-aligned) and convey these processes within the team.
• Oversee the adherence to and achievement of the team's objectives (e.g. SLAs, response and resolution times, quality).
• Act as an informal point of contact on technical matters for less experienced colleagues.
• Exchange information and ideas regularly at peer level and contribute suggestions for improving working practices and processes.

Level Criteria

Impact

Influences the effectiveness of own work team through the quality and timeliness of services delivered and information provided.

Also serves as an informal resource for less experienced colleagues. Regularly exchanges information and ideas at peer level that are relevant to own work.

In this role: Classifies and processes tickets with deeper troubleshooting, including ticket analysis, documentation and delivery of solutions.

Complexity

Identifies key issues and patterns in straightforward situations and also finds new, less obvious solutions.

In this role: Independently conducts in-depth troubleshooting and provides solutions developed and documented through the analysis of tickets.

Accountability and decision-making

Accountable for the quality of own work. Identifies and assesses issues and makes decisions based on practice, existing procedures or precedent.

Uses discretion to modify working practices and processes to achieve results or improve efficiency. Works within a variety of guidelines and performs the work with a limited degree of supervision.

In this role:

• Responsible for the quality of own work output.
• Manages incident and maintenance customer communications.
• Provides technical support on tickets requiring more extensive troubleshooting and knowledge.
• Shares responsibility for adherence to and achievement of team objectives.
• Works according to standard support processes and conveys them within the team.

Qualifications and Experience

Required

• Completed vocational training (secondary education), preferably in an IT-related field.
• Professional experience in IT support providing an understanding of the relevant processes, procedures and systems, as well as the underlying concepts and principles.
• Good written and spoken English for customer-oriented communication.
• Confident use of ticketing systems and support tools.

Desirable

• ITIL Foundation certification.
• Experience in customer communication during incidents and planned maintenance.

Training and Development

• Practical experience gained on the job.
• ITIL Foundation.
• English language training to at least level B1.

Success Indicators

• Adherence to agreed response and resolution times (SLAs).
• Resolution rate within own scope and number of avoidable escalations.
• Quality and completeness of ticket documentation.
• Customer satisfaction and feedback on incident and maintenance communication.
• Contribution to the knowledge base.

Development Path

The role provides the basis for progression to the next support level (e.g. Senior/Advanced IT Support, 2nd/3rd level) with greater technical depth, broader decision-making scope, and increased responsibility for processes and knowledge transfer.