Job Summary

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities:1. Respond to and Log Tickets:o Use ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues:o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate:o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up:o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management:o Maintain and update knowledge base articles to help users with self-service.6. User Access Management:o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis:o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement:o Identify recurring issues and suggest improvements to prevent future occurrences.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.
2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.
3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.
4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.
5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In German And English With Excellent Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.
4. Familiarity With Ticketing Systems And Escalation Processes.
5. Strong Customer Service Orientation And Problem-Solving Abilities.

Other Requirements

1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support