Service Desk Agent - Remote

Overview

The Service Desk Agent will be responsible for managing incidents reported by users through various channels, primarily via phone, providing first-level support, and escalating issues as necessary.

In Short

• Capture and manage incidents reported by users.
• Diagnose and resolve technical issues based on the knowledge base.
• Provide first-level support for end-users.
• Track and update the status of service requests in the ticketing system.
• Utilize and contribute to the knowledge base for problem-solving.
• Escalate complex issues to higher-level support.
• Assist in managing user accounts and permissions.
• Collaborate with business partners and solution groups.

Requirements

• Excellent German language skills, both spoken and written.
• No specific IT knowledge required; must be open and willing to learn.
• Patient and helpful demeanor.
• Willingness to work in shifts for 24/7 coverage.

Benefits

• Previous experience in IT services is an advantage.