IT Service Desk Agent (m/w/d) - hybrides Arbeiten - hybrides Arbeiten (Remote & Präsenz)
Core
1st-Level IT support for end-users, managing incidents, service requests, and user guidance on hardware and standard applications.
Role type
1st-Level IT Service Desk Agent
Builds
IT services and device provisioning for end-users
Domain
IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
1st-Level incident management, ITIL processes, ticketing systems, Office 365, Windows 10/11, Azure password reset, SLA adherence, Knowledge Management
Preferred skills
Windows 11 experience, Azure experience, Valuemation software proficiency
Technologies
Office 365, Windows 10, Windows 11, Azure, Valuemation
Responsibilities
Handle 1st-Level incidents and service requests, advise users on IT services and device ordering, apply ITIL guidelines, support users with hardware and application issues, update ticket status via system/email, contribute to Knowledge Management database
Seniority
Entry-level to Mid-level, hands-on IC