IT-HelpDesk Agent - hybrides Arbeiten (Remote & Präsenz)
Core
First-level IT support agent resolving technical incidents and service requests for end-users.
Role type
IT Service Desk Agent (1st Level Support)
Builds
IT support services and user assistance
Domain
IT Services / Enterprise Support
Deliverable
client delivery
Required skills
1st Level Support, Azure, Office 365, Windows 10, Windows 11, ITIL framework, ITSM tools, ticket management, escalation handling, hardware support, standard software support, business application support
Preferred skills
Service Desk experience, Knowledge Management, SLA adherence, Service Quality understanding
Technologies
Azure, Office 365, Windows 10, Windows 11, ITSM tools
Responsibilities
Manage 1st Level Incidents and Service Requests, Assist users with service ordering and device usage, Implement ITIL recommendations, Provide status updates via ticketing system or email, Maintain Knowledge Management database, Support hardware and software usage
Seniority
Entry to Mid-level