Service Desk Agent L1 with German

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

German (C1 or above)
English (B2 or above)
Has used an IT Service Management tool (BMC Remedy or similar)
Ability to diagnose and resolve basic technical issues
Customer-Oriented
Excellent communication skills
Can-do attitude
Team working skills
Flexibility

Serve as first point of contact for customers over all agreed channels with their respective OpCos 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 fulfillment 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
Resolved incidents, service requests and queries
Up-to-date information in the relevant systems
Documented technical solutions in KMDB