Agent L1 Service Desk De

Role purpose: Ensure timely and effective resolution of end-user IT related Incidents and service request.

Your day to day:
Key accountabilities and decision ownership:

• Serve as first point of contact for customers over all agreed channels with the German OpCo and provide resolution or dispatch accordingly where applicable (incidents and service request);
• Perform remote troubleshooting through thorough analysis and relevant questions;
• Identify the issue using the details received from the end-user and provide resolution according to the work instructions;
• Record actions taken and resolution provided in the relevant ticketing system;
• Ensure fulfilment of the agreed Service Level Agreements/Key Performance Indicators;
• Perform ticket follow-up according to the internal procedure;
• Identify and suggest possible improvements on procedures;
• Other activities assigned by the Team Leader

• Operating Systems Knowledge;
• Microsoft Office Suite knowledge (O365);
• Basic networking skills(LAN, WAN, TCP/IP etc);
• Mobile Operating Systems knowledge (Android, iOS);

• German (C1 or above)

• English (B2 or above)

• Active Directory knowledge
• Ability to diagnose and resolve basic technical issues;
• Customer-Oriented;
• Excellent communication skills;
• Can-do attitude;
• Team working skills;
• Flexibility;

• Work from Home – You can have home office 2 days per week
• Medical and dental services

• Life insurance
• Dedicated employee phone subscription
• Special discounts for gyms and retailers
• Annual Company Bonus 
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills

• You get to work with tried and trusted web-technology
• Getting in on the ground floor of an technology changing company