The Managed Service Desk provides B2B IT support services to end users of a multinational company, and handles all user requests and enquiries regarding hardware, IT operation systems, user account administration, technical and network issues and software such as standard and client specific applications.

• Single Point of Contact for incidents and requests related to.
• Answering incoming customer calls and help clients with their IT technical issues
• Request entry and clarification
• First diagnosis and first fix
• Specialized agents in 1st Level in order to achieve high first contact resolution rates and correct assignment of tickets to 2nd and 3rd level
• Escalate incidents to Level 2 when unable to resolve the issue via ticketing tool
• Remote troubleshooting
• Responding to incoming emails
• Proactive customer communication
• Incident portal and user self-services e.g. web-ticket, FAQ-database
• Provide and support Knowledge, Escalation and Information management

• Answering client calls and emails related to IT technical issues
• Log call details into incident management systems and provide response and resolution to the customer.
• Maintain knowledge and expertise associated with applications specific to Users.
• Remote support of Incidents on standard and extended standard applications
• Handle complex requests and relevant administrative tasks
• Follow up and solving IT incidents
• Escalate incidents to Level 2 when unable to resolve the issue via ticketing tool
• User Management

• 0-1 year(s) experience in Service Desk
• Be familiar with repair, analysis and measurement tools
• Strong customer- and result-orientation
• Team spirit
• Good interpersonal and communication skills (verbal and written)
• Basic understanding of easy to handle administrative tasks
• Basic understanding of IT – Microsoft Windows and MS Office (Word, Excel, Power Point, Outlook only)
• Social competency to handle also hard emotions
• Good ability to handle stress (time, emotions)
• Fluent in English and German