Service Desk Agent with German (24 x 7 Shift)

Join our innovative team as a Service Desk Agent, where you'll be at the cutting edge of technology and innovation. We offer an empowering culture with flexible work arrangements and a focus on continuous development.

Receive, analyze, and resolve incidents and requests via phone, email, and other channels.

• Document all incidents and requests accurately in the ITSM ticketing system.
• Process incidents and requests following 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 for quick resolution and communication.
• Create and maintain knowledge base articles for internal and customer use.
• Support 1st level agents in troubleshooting and escalating complex issues.
• Ensure adherence to Service Level Agreements (SLAs) and company policies.
• Collaborate with cross-functional teams to improve support processes.

Requirements include completed training as an IT specialist or comparable qualification, with at least two years of experience in IT support. Proficiency in ITSM tools and processes, strong hardware and software knowledge, and experience with Microsoft Windows and M365 products are essential. Basic knowledge of Active Directory, networking, and Citrix environments is required. Excellent communication skills and a customer-oriented mindset are crucial. C1 level German and B2 level English are necessary. This role involves working in 24/7 shifts.

We offer a competitive salary and a dynamic work environment that values personal growth and autonomy.