IT Customer Service with high level of German

We’re on the lookout for German-speaking IT Service Desk (On-site) to join our team of game-changers who engage with customers from top brands that could be from tech, finance, travel, fashion, healthcare, or another leading-edge industry.

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. In our company there’s real career and personal growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What you will do in this role

As an IT Service Desk on our team, you will:

• Provide 1st level support to the client workers
• Handle of IT requests or issues via phone, mail and chat or via self-service portal
• Perform root cause analysis and troubleshooting via phone and/or remote access and monitor IT requests and issues in the client’s ITSM service management system including their categorization and prioritization of IT issues and requests
• Be accessible and provide a first resolution rate by using internal knowledge databases.
• Cooperate with client’s 2nd level service organizations and external service providers
• Provide support to client’s employees in the operation of user systems and peripheral devices

It is a great match if you:

• Have a proficient or bilingual level of German and advanced English
• Have experience in 1st - or 2nd level IT support, ideally in larger environments, is an advantage
• Have good IT knowledge, especially of Windows 10, Office 365 and MS Teams and in troubleshooting hardware and software
• Have an analytical approach to complex issues
• Have experience in ITSM ticket systems (ideally in ServiceNow)
• Knowledge of processes according to ITIL V4 good to have
• Have high customer and service orientation and high sense of responsibility
• Have a reliable and systematic way of working
• Are willing to learn and develop technical and soft skills and to work shifts
• Have high motivation and willingness to work in a global team