Service Desk Agent with German (24 x 7 Shift)

Requirements:

Successfully completed training as an IT specialist for system integration or application development, or a comparable qualification, along with at least two years of experience in IT support/help desk
Experience using ITSM Tools and knowledge about ITSM processes, e.g. Incident Management, Request Fulfillment, Change Management, Problem Management, Release Management
Basic ITIL Knowledge
Strong knowledge of hardware and software in client support
Experience in IT-Helpdesk operations and proficiency in Microsoft Windows 10/11 and M365 products in a corporate environment
Hands-on experience with user account management
Basic knowledge of Active Directory, networking (TCP/IP, DNS, DHCP, RDP), as well as file, print, and Citrix environments
Excellent communication and coordination skills, a strong service and customer-oriented mindset, and the ability to work efficiently in a solution-focused, team-driven environment
Knowledge of ITSM processes (Incident Management, Request Management, Change Management, Problem Management) and practical experience in working with an ITIL-based service management tool
C1 language level in German and B2 language level in English (spoken and written)
You will work in 24/7 shifts (in 3 shifts)

Project description:

We are seeking a highly skilled and motivated individual to join our dynamic team for a new opportunity at the forefront of technology and innovation. This role is ideal for professionals who value autonomy, proactivity, and personal growth while working on exciting, meaningful projects in an international setting. You will be supported by an empowering culture, flexible work arrangements, and a focus on continuous development. The recruitment process will be seamless and candidate-centric, ensuring clarity and respect at every stage.


Main responsibilities:

Receive, analyze and resolve Incidents and Requests as part of 1st and 2nd Level within the Service Desk via phone, email and other communication channels
Document all Incidents and Requests accurately in the ITSM ticketing system
Process Incidents and Requests in accordance with ITIL guidelines
Monitor and track Requests, Changes, Incidents, Problems and Releases, ensuring proper documentation and resolution
Assist in managing Major Incidents, coordinating efforts across teams to ensure quick resolution and internal communication to defined stakeholders
Create and maintain knowledge base articles for internal and customer use
Assist and support 1st level agents in troubleshooting and escalating complex issues Ensure adherence to Service Level Agreements (SLAs) and company policies
Work closely with cross-functional teams and related specialist departments to improve support processes in the 1st Level Support