German IT Service Desk Agent

About of Role:

    The IT Helpdesk Analyst is responsible for the day to day provision of the Service. This includes ensuring that a continually high level of service is provided to the customers as set out in agreements with customers, in the languages described in this document.


  • To provide 2nd line technical support; answering support queries via ticketing tool and email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To take ownership of user problems and be proactive when dealing with user issues
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Continuously monitor incoming customer contacts
  • Support users in the use of Computer equipment by providing necessary training and advice
  • To allocate more complex calls to the relevant IT Support member
  • Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements laid down by customers
  • Identify any service related issues and escalate to the Team Leader, follow procedures for escalation and urgent requests


  • Highly customer focused with a good understanding and working knowledge of the services provided by your department
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
  • Knowledge of Microsoft based operating systems
  • Strong Knowledge of Microsoft Office Applications
  • Basic understanding of PC hardware set-up and configuration is a big plus
  • Good personal organizational skills
  • Good attention to detail
  • Ability to build effective working relationships at all levels
  • Excellent problem solving skills


  • Excellent spoken and written German is essential
  • Communication in English is also a requirement


  • Previous IT Helpdesk (telephone support) experience
  • Experience of using ticket logging software.
  • Helpdesk Administrator, Service Desk Analyst, Customer Service Analyst


  • Exceptional cafeteria package
  • Subsidization of spectacles
  • Trainings


  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • professional experience is not required

Required language level:

All of these are:

  • English - intermediate / communication
  • German - intermediate / communication

Job location: