IT Service Desk Agent (m/w/d) in Mainz - hybrides Arbeiten (Remote & Präsenz)
Core
Providing 1st-level IT support to end-users of clients, handling incidents, and offering user support and consultation on services, devices, and IT processes.
Role type
1st-level IT Service Desk Agent
Builds
IT support services and user assistance for client organizations
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
1st-level support, incident management, ITIL standards, Office 365, Windows 10/11, Azure basics, ITSM tools, SLA adherence
Preferred skills
Experience in Service Desk, Knowledge Management database development
Technologies
Office 365, Windows 10, Windows 11, Azure, Valuemation
Responsibilities
Overseeing 1st-level support for IT end-users, administering 1st-level incidents, accepting and processing disturbances and service requests, providing user support and consultation, applying ITIL standards, communicating with users via ticketing system and email, supporting hardware and standard software applications, assisting in developing and maintaining a knowledge management database
Seniority
Entry-level to Mid-level, hands-on IC