About the role
We are looking for a German Speaking Service Desk Agent to join an international IT support team. In this role, you will provide first-line technical support to end users, handle incidents and service requests, and ensure high-quality customer service in a multilingual environment.
Your responsibilities will include:
- Managing incoming incidents and service requests via phone, email, and ticketing systems - Creating, categorizing, tracking, and resolving support tickets - Monitoring and escalating tickets according to agreed service levels - Collaborating with technical teams and internal stakeholders - Providing remote troubleshooting and technical assistance to end users - Maintaining documentation and knowledge base articles - Supporting onboarding and knowledge-sharing activities within the team - Participating in an on-call support rotation - Handling major incidents and communicating updates to relevant stakeholders
Requirements
- IT-related education or relevant professional experience in IT support or helpdesk environments - Fluent Hungarian, German, and English language skills - Strong customer service and communication skills - Knowledge of PC hardware, operating systems, and software technologies - Experience with Active Directory - Experience using remote support and remote desktop tools - Ability to work independently as well as collaboratively within a team - Structured, solution-oriented, and quality-focused approach to work - Resilience and ability to manage multiple priorities
Nice to have
- Knowledge of IT Service Management (ITSM) processes - Experience with ServiceNow - ITIL certification - Previous experience in retail or customer-facing environments
Benefits
- Flexible working arrangements with up to 100% remote work within Hungary - Opportunity to work in an international and multicultural environment - Exposure to large-scale IT operations and enterprise-level support processes - Professional development opportunities, training programs, and certifications - Long-term career growth within a rapidly expanding organization - Supportive team culture and collaborative working environment - Challenging projects and the opportunity to work with global stakeholders
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