Service Desk Agent with German (M/K)

Employer requirements

• Fluency in German and English (minimum B1 level in English)
• At least 1 year of experience in a Service Desk/ Helpdesk role
• Basic understanding of IT support processes and ITSM tools
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Customer-focused approach and strong teamwork skills
• High level of accuracy, reliability, flexibility, and adaptability

Your responsibilities

• Provide first-level IT support via phone, email, chat, and web channels in a professional manner
• Accurately log, categorize, and prioritize incidents and service requests
• Diagnose and resolve technical issues during the first contact whenever possible (First Time Fix)
• Perform detailed troubleshooting with end users to identify root causes of issues
• Escalate complex or unresolved cases to appropriate internal or external teams
• Manage incidents throughout their entire lifecycle in line with established procedures
• Ensure all tickets are handled within agreed Service Level Agreements (SLA)
• Keep users informed about progress and resolution status
• Identify recurring issues and escalate trends to service management teams
• Support knowledge sharing by creating and maintaining documentation and knowledge base articles
• Assist in onboarding new team members and handle escalations professionally

What employer offers

• Stable employment based on a permanent contract (UoP)
• Private medical care and sports card
• Access to a flexible benefits system
• Hybrid work model (2 days per week in the office)
• Opportunity to work in an international environment and develop your IT skills

Benefits

• sharing the costs of sports activities
• private medical care

Recruitment for

Experis