IT Service Desk Agent (m/w/d) - hybrides Arbeiten - hybrides Arbeiten (Remote & Präsenz)
Core
1st-Level IT support for customer end-users, handling incidents, service requests, and providing guidance on services and devices.
Role type
1st-Level IT Service Desk Agent
Builds
IT support services and incident resolution for client end-users
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
1st-Level support, Office 365, Windows 10/11, Azure (password resets), ITIL processes, ITSM tools (Valuemation), SLA management
Preferred skills
Service Desk experience, Knowledge Management database maintenance
Technologies
Office 365, Windows 10, Windows 11, Azure, Valuemation
Responsibilities
Oversee 1st-Level support for customer end-users, administer and handle 1st-Level incidents, receive and resolve disruptions and service requests, provide support and consultation on service usage, end-user devices, and IT processes, implement ITIL standards, assist users with hardware, standard software, and business applications, communicate status updates and solutions via ticketing systems and email, contribute to the development and maintenance of a Knowledge Management database
Seniority
Entry to Mid-level, hands-on IC