IT Service Desk Agent / Mitarbeiter (m/w/d)
Core
IT Service Desk Agent handling 1st and 2nd level support for DEKRA production applications, hardware, and networking via phone, email, chat, and self-service.
Role type
IT Service Desk Agent (1st/2nd Level Support)
Builds
IT support for DEKRA production applications and hardware
Domain
IT Service Management / Enterprise IT Support
Required skills
Windows 11, Microsoft 365, LAN/WAN networking, ticketing systems, ITIL processes, virtualization, remote apps, Microsoft Entra, Microsoft Intune
Preferred skills
Experience in larger environments, IT training
Technologies
Windows 11, Microsoft 365, Microsoft Entra, Microsoft Intune, LAN, WAN
Responsibilities
Answering IT questions via phone, email, chat, and self-service; creating, editing, and monitoring incidents and requests in the service management platform; resolving technical problems in LAN, WAN, and DEKRA systems; escalating issues to 2nd-level support; documenting problem scenarios and solutions in the Knowledge Base.
Seniority
Mid-level, hands-on IC