We are looking for a German Speaking Service Desk Agent to join an international IT support team. In this role, you will provide first-line technical support to end users, handle incidents and service requests, and ensure high-quality customer service in a multilingual environment.
Your responsibilities will include:
- Managing incoming incidents and service requests via phone, email, and ticketing systems
- Creating, categorizing, tracking, and resolving support tickets
- Monitoring and escalating tickets according to agreed service levels
- Collaborating with technical teams and internal stakeholders
- Providing remote troubleshooting and technical assistance to end users
- Maintaining documentation and knowledge base articles
- Supporting onboarding and knowledge-sharing activities within the team
- Participating in an on-call support rotation
- Handling major incidents and communicating updates to relevant stakeholders
Requirements
- IT-related education or relevant professional experience in IT support or helpdesk environments
- Fluent Hungarian, German, and English language skills
- Strong customer service and communication skills
- Knowledge of PC hardware, operating systems, and software technologies
- Experience with Active Directory
- Experience using remote support and remote desktop tools
- Ability to work independently as well as collaboratively within a team
- Structured, solution-oriented, and quality-focused approach to work
- Resilience and ability to manage multiple priorities
Nice to have
- Knowledge of IT Service Management (ITSM) processes
- Experience with ServiceNow
- ITIL certification
- Previous experience in retail or customer-facing environments
Benefits
- Flexible working arrangements with up to 100% remote work within Hungary
- Opportunity to work in an international and multicultural environment
- Exposure to large-scale IT operations and enterprise-level support processes
- Professional development opportunities, training programs, and certifications
- Long-term career growth within a rapidly expanding organization
- Supportive team culture and collaborative working environment
- Challenging projects and the opportunity to work with global stakeholders