SHD System-Haus-Dresden GmbH: Service Desk Agent / Support Analyst (m/w/d)
Hybrid
Core
First-level IT support agent responsible for initial analysis, ticket classification, and handling phone and written inquiries for long-term enterprise clients.
Role type
First-level IT support agent
Builds
IT service support for enterprise clients
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Technical understanding of operating systems, networks, and Office applications, Ticketing system proficiency, Phone communication skills
Preferred skills
Customer orientation, Structured work style, Team orientation
Responsibilities
Initial analysis of IT service requests, Ticket classification and prioritization, Handling phone and written support inquiries, Escalating complex issues to engineering, Internal administrative tasks