IT Trainee – Ticket Quality Monitoring

Overall Purpose of Job:

The IT Trainee Ticket Quality Monitoring supports IT Service Management by monitoring the quality of service tickets and ensuring compliance with defined standards. The role helps improve data quality consistency and transparency in ticket handling while gaining hands-on experience in IT service operations.

Main tasks roles and responsibilities:

• Review IT service tickets for completeness accuracy and adherence to defined standards.
• Check correct categorization prioritization and status usage.
• Identify missing or unclear information in tickets.
• Flag quality issues and deviations for correction.
• Track and report common ticket quality issues.
• Prepare quality summaries and dashboards.
• Provide structured feedback to ticket handlers in coordination with senior colleagues.
• Support improvement initiatives related to ticket quality.
• Identify potential shift-left opportunities (L2 L1 L1 self-service) based on ticket analysis.
• Flag topics suitable for knowledge articles FAQs or standard procedures.
• Support improvement initiatives based on ticket data.
• Track identified shift-left candidates and their status.

Qualifications :

Experiences and requirements:

• Ongoing university studies available at least until January 2027
• Ideally experience with document management systems
• Ideally basic understanding of ITIL concept
• Fluent in English

Required Skills and Competencies:

• Practical and pragmatic approach to daily operational tasks with a strong focus on accuracy and attention to detail.
• Strong written and verbal communication skills.
• Collaborative mindset.
• Able to organize work independently while following defined standards and priorities.
• Proactive in identifying inconsistencies or improvement opportunities and addressing them within assigned responsibilities.
• Highly organized and reliable.
• Strong sense of ownership and accountability.
• Comfortable working with cross-functional and international teams.

Additional Information :

What do we offer :

• Flexible working conditions with remote work possibility (in-person presence is required from time to time) you can have a real work-life balance
• Modern newly renovated sustainable office with parking space and bicycle storage area in the heart of Budapest
• Supportive diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch you can participate in the formation and shape of the BSC processes
• KOSTAL is a dynamically developing company an independent family-run business which provides much flexibility
• You can enjoy our value-oriented work culture: we are down-to-earth appreciative inspiring and innovative

Remote Work :

Yes

Employment Type :

Intern