Senior IT Service Desk Agent
For our client, a leading global supplier, we are looking for a Senior IT Service Desk Agent.
Providing operational support for incidents and service requests from internal customers via phone, email, and ticketing system;
Handling customer issues or requests with a professional attitude;
Determining problems, troubleshooting, and advice users;
Classifying requests/incidents and documenting cases per required standards;
Identifying and escalating priority issues;
Applying skills to solve all technical issues at the first level of support before escalating further; qualified forwarding of incidents to 2nd level support and external service providers as well as ticket follow-up;
Handling operational queries with a sense of urgency while meeting the required quality standards;
Identifying and reporting any inconsistencies in the Knowledge Base and requesting new KBAs relevant to the job or end users.
University degree in a Technical domain or a qualification in the field is preferred;
At least 3 years of experience in customer-facing technical support;
Very good knowledge of MS Office, SAP, Microsoft Windows Support, as well as network technology and Current PC/Server Hardware;
Very good understanding of general elements of technical support in network technologies, servers, workstations, printers and virtualization;
Fluent in German and English, both written and spoken.