Service Desk Agent

The Service Desk Agent is responsible for providing first-level support to users, ensuring efficient and reliable operation of the service desk. This role involves handling service requests and incidents, delivering excellent customer service, and maintaining communication with users.

• Managing service requests and incidents via the ticketing system, telephone, or MS Teams.
• Supporting clients remotely through telephone, email, and remote desktop.
• Providing 1st level support: Identifying, qualifying, prioritizing, and resolving tickets.
• Escalating or dispatching tickets that cannot be resolved to the 2nd level support groups.
• Maintaining an up-to-date knowledge base by documenting all issue resolutions and creating IT training documents.
• Monitoring the health status of systems and alerting the service owners depending on the criticality.

• Communication Skills: Good communication skills, both oral and written (English, nice to have: German).
• Listening Skills: Effective listening skills.
• Attitude: Positive "can-do" attitude.
• Customer Orientation: Customer-oriented approach.
• Technical Education: Entry-level technical education, such as a diploma or associate degree in Information Technology, Computer Science, or a related field.
• ITSM Knowledge: Basic theoretical and practical ITSM knowledge, familiar with the ITIL Framework.