Service Desk Agent with German

Job Description:

Key Responsibilities:
Technical Support: Addressing user inquiries and resolving technical issues related to hardware, software, and network connectivity.
Troubleshooting and Problem Solving: Diagnosing and resolving technical problems, often involving remote support tools, and escalating complex issues to the appropriate teams when necessary.
Communication and Customer Service: Communicating with users in a clear and concise manner, providing step-by-step instructions, and ensuring a positive user experience.
Documentation and Record Keeping: Maintaining accurate records of user interactions, troubleshooting steps, and solutions in the ticketing system.
System Maintenance and Updates: Performing system installations, upgrades, and maintenance procedures.
Knowledge Base Management: Contributing to the creation and maintenance of a knowledge base, FAQs, and training materials for end-users.
Escalation and Collaboration: Identifying and escalating unresolved issues to higher-level support teams while collaborating with other IT teams to ensure efficient problem resolution.

Skills and Qualifications:
Technical Proficiency: Strong understanding of computer systems, hardware, software, and network troubleshooting.
Problem-Solving Skills: Ability to analyze issues, identify root causes, and develop effective solutions.
Communication Skills: Excellent verbal and written communication skills to interact with users and document issues clearly.
Customer Service Skills: Patience, empathy, and a commitment to providing excellent customer service.
Organizational Skills: Ability to manage multiple tasks, prioritize issues, and maintain accurate records.
Teamwork: Ability to work effectively as part of a team and collaborate with other IT professionals