IT Service Desk agent with German language

Your Contribution

• Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.
• Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA's, provision of timely communications and maintenance of ownership until closure.
• Collaboration with various teams & stakeholders.
• Identify service improvement opportunities along with the leads.
• Further development and maintenance of existing knowledge database.
• Participates in assigned projects.
• Flexible working on weekend, which would be on rotational basis within the team.
• Thinking out of the box solutions for issues raised by the customer.
• ITIL3/4 foundation certificate is good to have
• Passion to learn new concepts, technologies and processes

Your Experience and Qualification

• Must be Fluent in written and spoken German (minimum B2) and English.
• Should be a Graduate or equivalent degree.
• Minimum 2-3 years proven experience in a service desk / customer service role
• Should have experience in voice process, or handling German users via calls.
• Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory
• Knowledge of BMC helix ticketing tool system
• Excellent communication skills

Minimum Requirements

• Customer focused and results oriented.
• Ability to work alone or as a member of a team.
• Readiness to work on shift working pattern and weekend basis.
• Responsible and organized.
• Logical thinker
• Passion to learn new concepts, technologies, and processes.

Our Offering.

We will provide a collaborative environment working on exciting assignments, along with ongoing personal & career development opportunities.

We encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!

After receiving your online application, the interview process will typically be, once your profile will get shortlisted.

#DiversityMatters with our inclusive culture, we welcome applications from all social, religious & ethnical backgrounds, disabilities both mental and physical, identities (gender) and neurodivergent people.

Do you have any questions?
[email protected]

IN

Facts about the job

Benefits:

Entry level: Experienced hires

Part- / Full-time: Full Time

Functional area: IT

Department: Services

Location: