1st Level Global Help Desk, m/w/d

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

📋 Description

• Competent support for IT disruptions and inquiries from employees of Fressnapf.

• Troubleshooting of hardware and software issues.

• Reception, prioritization, and handling of incoming disruptions and service requests (via phone or ticketing system).

• Conducting initial analyses, resolving issues, and forwarding to the 2nd level as necessary.

• Experience with ticketing systems (e.g., ServiceNow, Jira, Helix, Omnitracker).

⛳️ Requirements

• Basic knowledge of the Windows operating system, Office environment, and mobile devices.

• Good command of German, both spoken and written; advanced knowledge of English.

• Customer and service-oriented demeanor, even when faced with challenging issues.

• Strong documentation and communication skills (in ticketing, by phone, in writing).

• Ability to work in a structured manner and to prioritize inquiries independently.

• Experience in telephone support.

🏝️ Benefits

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

• IT equipment provided by us.

• 28 days of vacation (based on a 5-day workweek) - Your recovery is important to us!

• Digital time tracking - No minute of your working time is lost.

• Exclusive shopping benefits with over 500 partner companies.

• Dental supplementary insurance and company pension scheme through our partner AXA.

• Bildschirmarbeitsplatzbrille in cooperation with Fielmann.

• Pleasant atmosphere - Communication is informal (“Du”) from interns to management.