IT-Help Desk Agent (m/w/d) - hybrides Arbeiten (Remote & Präsenz)
Core
First-level IT support agent responsible for resolving customer IT incidents and service requests to ensure smooth IT operations.
Role type
1st Level IT Service Desk Agent
Builds
IT service stability and customer support
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
1st Level Support, Azure familiarity, Office 365, Windows 10/11, ITIL processes, ticket management, software updates, escalation management, ITSM tools
Preferred skills
Service Desk experience, Knowledge Management, Hardware/Software troubleshooting
Technologies
Azure, Office 365, Windows 10, Windows 11, ITSM tools
Responsibilities
Manage 1st Level Incidents, Assist users with service requests and device provisioning, Integrate ITIL guidelines into service processes, Provide status updates via ticketing systems, Develop and maintain a Knowledge Management database, Troubleshoot hardware and standard software issues
Seniority
Entry to Mid-level, hands-on IC