German Speaking Service Desk Coordinator (7 / 24)

What we seek

• Processing incoming service requests and incidents via email in accordance with SLA.
• Generating ad hoc reports.
• Assigning tickets within the Service Desk team.
• Managing backlog (e.g., long-running tickets).
• Handling escalations.
• Monitoring events in a 24 / 7 support team environment.
• Creating and coordinating IT Onboarding / Offboarding tickets.
• Ensuring that new employees receive necessary technical and process-related training.
• Administering hardware assets.
• Creating, updating, and closing tickets in the service management system while maintaining accurate records of all support interactions.
• Developing standard operating procedures (SOPs).
• Collaborating closely with other IT teams to guarantee timely and efficient resolution of service requests.
• Assisting in the development and upkeep of the IT knowledge base by documenting solutions, frequently asked questions, and troubleshooting guides.
• Managing basic L1 SAP tasks.
• Performing ad hoc administrative responsibilities. What qualifications we expect from you
• Completed training as an IT specialist or relevant professional experience.
• Strong customer service and orientation skills.
• Proficient language skills in both German and English.
• Good understanding of current PC architectures and hardware technologies.
• Quality-focused and solution-oriented work ethic.
• Able to work collaboratively in a team, with strong communication skills and resilience.

Requirements

Benefits