Logging and managing incidents reported by users through various channels (primarily by phone).
Diagnosing, troubleshooting and resolving technical issues using the knowledge base.
Providing first-level support to end users by guiding them through problem resolution or escalating issues when necessary.
Tracking and updating the status of service requests and incidents in the ticketing system.
Using and contributing to the knowledge base for problem resolution and documentation.
Escalating complex issues to higher-level support or specialized teams when required.
Assisting with user account management, including password resets and access permissions.
Collaborating with business partners and other solution/support groups.

Willingness to work in shifts – 24/7 coverage (including weekend and night shifts).
Excellent German language skills, both spoken and written.
No specific IT background required.
Candidate must be open and willing to learn.
Patient and helpful.

Service Desk Agent

Key skills