Service Desk Specialist
Core
1st level support for system users, managing ticket queues, and resolving customer issues based on a solution catalogue.
Role type
Service Desk Specialist (1st level support)
Builds
Internal IT support services for METRO group customers
Domain
IT Support / Customer Service
Deliverable
client delivery
Required skills
analytical thinking, self-discipline, ability to work under time pressure, ticket queue management, data entry, solution catalogue maintenance, knowledge base updates
Preferred skills
English (very good), additional languages
Technologies
Jira, SAP
Responsibilities
Manage ticket queues in Jira, resolve customer issues using solution catalogue, maintain and develop solution catalogue, update team knowledge base, provide system access support, enter data within SLA levels
Seniority
Individual Contributor
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