Service Desk Agent with German
location: Dusseldorf
Position Summary
- Provide first level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
- Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
- Provide first measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling.
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Required skill set
- Fluent German (native or C2) and English (min. B2)
- Analytical and problem solving skills
- Working experience in IT Support/Service Desk provided for Laptops/Desktops/Lan issues/Applications as an asset
- At least basic/intermediate knowledge of MS Office, IoS, Android, Windows, VPN, IT products and terminology
- Ability to multitask and good time management
- Willingness to work in rotational shifts (work schedule is very flexible)