Service Desk Agent – Germany

Job Description
Provide 1st level of technical support, service restoration, fulfilment of service requests and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

Type of position: full-time, permanent
Working hours: Monday to Friday (weekend work possible)
Services: Company training
Language: German C1/C2 (required) 
License/Certification: ITIL certification (desirable)
Education: High school diploma or equivalent (desirable)
Place of work: on-site
Opportunity to commute/move: Dusseldorf: be willing to commute or plan to move before starting the job (desirable)

Experience:

• SAP MM: 2 years (required)
• SAP Basic Module: 1 year (Required)
• IT Support: 2 years (Required)

Prerequisites:

• German language C1/C2
• Experience working as a Service Desk agent showing experience in systems, support, diagnostic and resolution.

Mandatory requirement for experienced candidates:

• Intermediate knowledge of T/S OS (Windows 10/11) , browsers, MS Office suite.
• Intermediate knowledge of Mobile Devices (iOS, Android)
• Basic networking knowledge.

Prerequisite for SAP to understand the training:

SAP knowledge in:

• BASIC modules.
• MM modules.

Additional preferred skills:

Business process knowledge in:

• Sales/after-sales environment.
• Supplier Portal / Supplier Management.
• Ability to work and understand long processes.

Additionally required:

• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, and Encryptions.
• Intermediate knowledge of Network collaborations & VPN T/S.
• Mainframe knowledge.

Skills & Knowledge

• Communicate at all levels.
• Ability to work across organizational and professional boundaries.
• Excellent verbal and written German communication skills.
• High level of interpersonal skills, including active listening and understanding.
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines/service levels.
• Business etiquette.

Aptitudes

• Presentation of technical functionality to a non-technical audience.
• Working knowledge of MS Office products.
• To improve user confidence in the areas of computer hardware & software, applications, and being empathetic to a variety of new and experienced learners’ needs.
• Help to implement and improve processes and procedures within the team allowing strong service-focused deliverables.
• Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner.
• To participate in an on-call rotation, providing a 24-hour, first-line support service to users.
• To deliver a first-line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet, and e-mail.
• Update incidents with detailed and relevant information in a timely and effective manner.
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution.
• Escalate an incident or troubleshoot tickets according to the company escalation processes.
• Ensure Customer Service Level Agreements are met or exceeded.
• Response to customer inquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Always ensure customer/user confidentiality and data protection.
• Min. 24 months of work experience in Service Desk/Tech support process providing remote support for Application Support/Laptops/Desktops/LAN Issues / Small Forms.
• ITIL trained preferred.
• Willingness to work in rotational shifts.