1st Level Global Help Desk

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

📋 Description

• Deliver effective assistance for IT-related incidents and inquiries from Fressnapf employees.

• Troubleshoot hardware and software issues.

• Accept, prioritize, and manage incoming incidents and service requests through phone or ticketing systems.

• Conduct initial assessments, resolve problems, and escalate to 2nd Level support when needed.

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

⛳️ Requirements

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

• Proficient in German, both written and spoken; advanced proficiency in English.

• Customer-focused and service-oriented attitude, even when faced with difficult challenges.

• Excellent documentation and communication abilities, whether in ticketing, over the phone, or in written form.

• Capability to work methodically and prioritize requests independently.

• Experience in providing telephone support.

🏝️ Benefits

• Home office allowance of up to €40 (depending on presence).

• Provision of IT equipment.

• 28 days of vacation (based on a 5-day workweek) — your well-being is important to us!

• Digital time tracking — ensuring no minute of work time is wasted.

• Exclusive shopping benefits with over 500 partner companies.

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

• Workplace computer glasses in collaboration with Fielmann.

• Friendly work environment — first-name basis across all levels, from interns to the managing director.