The Service Desk Agent is responsible for providing first-level support to users, ensuring efficient and reliable operation of the service desk. This role involves handling service requests and incidents, delivering excellent customer service, and maintaining communication with users.
- Managing service requests and incidents via the ticketing system, telephone, or MS Teams.
- Supporting clients remotely through telephone, email, and remote desktop.
- Providing 1st level support: Identifying, qualifying, prioritizing, and resolving tickets.
- Escalating or dispatching tickets that cannot be resolved to the 2nd level support groups.
- Maintaining an up-to-date knowledge base by documenting all issue resolutions and creating IT training documents.
- Monitoring the health status of systems and alerting the service owners depending on the criticality.
- Communication Skills: Good communication skills, both oral and written (English, nice to have: German).
- Listening Skills: Effective listening skills.
- Attitude: Positive "can-do" attitude.
- Customer Orientation: Customer-oriented approach.
- Technical Education: Entry-level technical education, such as a diploma or associate degree in Information Technology, Computer Science, or a related field.
- ITSM Knowledge: Basic theoretical and practical ITSM knowledge, familiar with the ITIL Framework.
- Join an international work environment within a 100% family-owned company.
- Enjoy a secure future with us – as a manufacturing company, we are globally on a growth path.
- Benefit from personalized training and ongoing professional support to ensure your development and success.
- Take advantage of the possibility of home office.
- Enjoy various benefits, including discounts for gym/sport subscriptions, meal tickets, medical subscriptions, bonus for Christmas & Easter holidays, vouchers for minor children on different occasions (e.g. 1st of June), bonus for women on 8th of March, and dedicated programs for employees (e.g. ALPLA Family Day).
