We are looking for a Global Service Desk Agent Deutsch to provide IT support to internal users. The role involves handling incoming calls and IT support tickets, troubleshooting technical issues remotely, and ensuring timely resolution of incidents and service requests in accordance with established Service Level Agreements (SLAs).
Key Responsibilities
- Handle incoming calls and IT support tickets raised by internal users.
- Log, categorize, assign, track, and resolve incidents and service requests using the ITSM tool.
- Provide remote technical support and troubleshoot issues within established guidelines.
- Ensure timely responses and maintain ownership of tickets until closure.
Required Skills
- Fluent written and spoken German (minimum B2 level).
- Positive written and spoken English communication skills.
- Minimum 2 years of experience in IT Service Desk or Customer Service.
- Basic understanding of IT principles and ticket-handling processes.
- Troubleshooting knowledge of Microsoft 365 applications, Microsoft Windows, and internet browsers.
- ITIL Foundation certification or knowledge is highly desirable.
Work Requirements
- Willingness to work in rotational shifts.
- Availability to work on weekends as per the shift schedule.
📌 Global Service Desk- German (Pune)
🏢 SPC Management
📍 Pune
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