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L2 Service Desk Agent (Experienced) - German and English speaking

Állás részletei

  • Cég neve

    Trenkwalder Kft.

  • Munkavégzés helye


  • Munka típusa

    • Teljes munkaidő
    • Általános munkarend
  • Tech stack

  • Módszertan és szoftverek

    • Lean
  • Elvárások

    • Nem igényel nyelvtudást
    • 1-3 év szakmai tapasztalat
    • Főiskola
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Állás leírása

Trenkwalder Kft.
On behalf of our client we are looking for a new colleague.

L2 Service Desk Agent (Experienced) - German and English speaking


  • Maintains direct contact with the client or ticket owner, is available for receiving calls/ e-mails/ tickets/ requests/ incidents and to answer them as soon as possible
  • Records the incoming client requests - orders or incidents - , creates tickets
  • Questions the client thoroughly in the interest of fault diagnosis
  • Monitors the systems and creates a ticket when a defect is detected
  • Processes the incoming tickets (e.g. from the helpdesk)
  • Identifies, diagnoses and categorizes the incident/ call/ ticket and determines priorities
  • Solves simple problems in connection with MS Office applications and the most common operation systems with the help of the knowledge base. In case of working in the telecom systems field, solves simple problems concerning networks and network components
  • Changes user settings from distance if needed
  • Forwards more complex problems to next level of support
  • Updates client information and the ticket management system throughout the whole process, and logs information
  • Tracks tickets and informs the client about its status
  • Observes the expected service levels as stated in the contract
  • Closes the ticket
  • Reports to the requester of report at the requested frequency


  • 1 - 3 years relevant work experience in Service Desk
  • Successfully completed studies (University or College, preferable ICT)
  • Microsoft MCITP certifications: Windows 7 / Windows 10 (or equivalent knowledge)
  • Customer Service: Customer Service Representative Professionalism, Process, Skills
  • Lean: Lean mindset
  • Business fluent German skills (C1) and conversational level English (B2)

Our offer:

  • Challenging working environment
  • Attractive compensation and benefit package


  • IT Operation, Telecommunication
  • IT Support, Helpdesk