German Speaking Service Desk Agent

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

📋 Description

• Overseeing incoming incidents and service requests through phone, email, and ticketing systems

• Generating, classifying, tracking, and resolving support tickets

• Monitoring and escalating tickets in accordance with established service levels

• Collaborating with technical teams and internal stakeholders

• Delivering remote troubleshooting and technical support to end users

• Keeping documentation and knowledge base articles up to date

• Aiding onboarding and knowledge-sharing initiatives within the team

• Participating in an on-call support rotation

• Managing major incidents and providing updates to relevant stakeholders

⛳️ Requirements

• Educational background in IT or relevant professional experience in IT support or helpdesk settings

• Proficiency in Hungarian, German, and English

• Strong customer service and communication abilities

• Familiarity with PC hardware, operating systems, and software technologies

• Experience with Active Directory

• Proficient in using remote support and remote desktop tools

• Capability to work independently as well as in a collaborative team environment

• Structured, solution-oriented mindset with a focus on quality

• Ability to handle multiple priorities with resilience

• **Nice to have**

• Understanding of IT Service Management (ITSM) processes

• Experience with ServiceNow

• ITIL certification

• Prior experience in retail or customer-facing roles

🏝️ Benefits

• Flexible working arrangements allowing for up to 100% remote work within Hungary

• Opportunity to engage in an international and multicultural work environment

• Exposure to extensive IT operations and enterprise-level support processes

• Professional development opportunities, including training programs and certifications

• Long-term career advancement within a rapidly growing organization

• Supportive team culture and collaborative working environment

• Engaging projects and the chance to work with global stakeholders