(Senior) Service Desk Agent (m/w/d) || netgo tax
Core
Provide 2nd & 3rd level IT support to customers via phone and email, handling incidents, requirements, and inquiries for hardware and software.
Role type
Senior Service Desk Agent (2nd & 3rd Level Support)
Builds
IT support solutions and knowledge base updates for customer hardware and software
Domain
IT Service Management / Customer Support
Deliverable
client delivery
Required skills
Hardware and software knowledge, network basics, incident management, ticket system management, technical documentation, installation and configuration, troubleshooting
Preferred skills
Structured work, self-organization, customer orientation, teamwork, quick learning
Technologies
Ticket systems, IT hardware, IT software, networks
Responsibilities
Accept and qualify incidents, requirements, and inquiries; perform ad-hoc solutions and initiate workarounds; communicate with customers via phone and email; escalate unresolved tasks to specialist departments; install and configure IT systems; perform maintenance tasks; create and maintain technical documentation