Job Title: IT Service Desk Agent
We are a global technology and services leader that powers the brands of the future. Our team of game-changers is powering tech, finance, travel, fashion, healthcare, and more.
Career Growth and Personal Development:
We offer training, cutting-edge technologies, and continuing support to help you succeed. In fact, about 80% of our managers and leaders have been promoted from within.
About the Role:
You will be the go-to hero for our clients' workers, helping them tackle tech challenges with ease. Your daily tasks will include:
* Be the First Line of Defense: Provide friendly and efficient support for our client's team members, handling IT requests and issues over the phone, mail, chat, or through our self-service portal.
* Detective Work: Dive into root cause analysis and troubleshoot issues with your sharp skills, using remote access to solve problems and keep things running smoothly.
* Stay on Top of It All: Monitor and manage IT requests and issues in the client's service management system, ensuring they are categorized, prioritized, and resolved quickly.
* Knowledge Guru: Tap into our internal knowledge database to deliver fast, first-time resolutions.
* Team Player: Collaborate with the client's 2nd-level support teams and external service providers to get the best outcomes.
* Support Superhero: Help our client's employees operate their systems and devices like a pro.
Your Skills and Qualifications:
We are looking for individuals who:
* Are Fluent in German: Have a proficient or bilingual level of German and advanced English skills.
* Have IT Experience: You've rocked 1st or 2nd-level IT support in the past, ideally in larger environments.
* Tech Savvy: You know your way around Windows 10, Office 365, MS Teams, and troubleshooting both hardware and software.
* Problem-Solving Ninja: You approach complex issues with an analytical mind and a can-do attitude.
* Ticket System Pro: Familiarity with ITSM ticket systems (like ServiceNow) is a plus.
* Process Fanatic: Knowledge of ITIL V4 processes is good to have.
* Service-Oriented: You're customer-focused, responsible, and always aiming for the best.
* Lifelong Learner: You're excited to develop both technical and soft skills, and you're open to working flexible shifts.
What We Offer:
In this role, we offer benefits that help you support your unique lifestyle:
* Full-time Contract: Monday to Friday 08:00 to 17:00
* Salary: €22,000 gross/year + up to €2,400 gross/year in bonus
* Great Office Location: Barcelona
* Bring-a-friend Bonus Opportunities:
* Full Paid Training: On the company and the project you'll be working on
* Career Development Programs: And specialized courses