1st Level Global Help Desk

This is a fully remote position, open to applicants in Germany.

📋 Description

• Deliver effective support for IT-related incidents and inquiries from Fressnapf staff.

• Troubleshoot hardware and software issues.

• Receive, prioritize, and manage incoming incidents and service requests via phone or a ticketing system.

• Conduct initial analysis, resolve issues when possible, and escalate to second-level support as needed.

• Familiarity with ticketing systems such as ServiceNow, Jira, Helix, and Omnitracker.

⛳️ Requirements

• Fundamental understanding of the Windows operating system, Microsoft Office suite, and mobile devices.

• Proficient in German, both written and spoken, with advanced skills in English.

• Customer-oriented and service-minded attitude, even in challenging situations.

• Excellent documentation and communication abilities (in ticketing systems, over the phone, and in writing).

• Capability to work methodically and independently prioritize tasks.

• Experience in providing telephone support.

🏝️ Benefits

• Flexible remote work / home office options with a home office allowance of up to €40 (depending on attendance).

• Provision of IT equipment.

• 28 days of vacation (based on a 5-day workweek) — your well-being is our priority.

• Digital time tracking to ensure no working time goes unaccounted for.

• Exclusive shopping discounts with over 500 partner companies.

• Additional dental insurance and a company pension plan through our partner AXA.

• Computer eyewear available in collaboration with Fielmann.

• Enjoy a pleasant working environment with a company-wide informal address ("Du") from interns to the CEO.