SHD System-Haus-Dresden GmbH: Service Desk Agent / Support Analyst (m/w/d)
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 long-term enterprise clients
Domain
IT Services / Enterprise Support
Deliverable
client delivery
Required skills
Technical understanding of operating systems, networks, and Office applications, Ticketing system proficiency, Customer service orientation, Structured and responsible work style
Preferred skills
Experience in technical customer service or Service Desk, Telephony experience
Technologies
Ticketing systems, Operating systems, Networks, Office applications
Responsibilities
Initial analysis and classification of IT service requests, Handling phone and written inquiries, Escalating complex issues to engineering, Managing internal administrative tasks like staff scheduling and ticket system reporting
Seniority
Entry to Mid-level