IT Service Desk Agent - German Language Support

About the role

Gategroup is looking for a motivated IT Service Desk Agent to act as a single point of contact for its internal users. The agent handles routine and non-routine incidents, problems and requests, providing first-line support through user calls via IVR, email queues, the ITSM tool, MS Teams chat and ticket handling.

Key responsibilities

• Support standard technical queries on a single product or small set of products (e.g. Microsoft products, operating systems, basic networking, PCs)
• Listen to and understand basic user problems, ask relevant questions and resolve known issues within required timescales, escalating beyond your scope
• Escalate issues as needed to meet service levels and SLAs, and monitor performance through statistical reporting
• Document actions taken to resolve enquiries and follow established processes
• Use SOPs, known errors and knowledge documents to find workarounds, and maintain operational procedures and documentation
• Act as a helpful team player and take ownership of your own development

Required profile

• High school diploma or equivalent; IT-related studies or previous IT Service Desk experience preferred
• Fluency in English and German (B2 or higher)
• Previous experience in the described responsibilities preferred
• Awareness of ITSM tools (ServiceNow preferred)
• Ability to handle multiple activities at once and to solve problems and think critically

Required skills

• Knowledge of the Microsoft Office suite
• Basic knowledge of SD ticketing systems (Snow preferred)
• Excellent computer skills
• Confident, enthusiastic telephone manner and good communication skills