IT Service Desk Agent - German language support

Job description

We’re looking for motivated, engaged people to help make everyone’s journeys better. Job Summary: The role holder will be responsible for acting as a single point of contact for Gategroup internal users, dealing with the management of both routine and non-routine incidents, problems, and requests. Providing first level support through user calls through IVR, email-queues, ITSM tool, MS Teams-Chat and provision of the 1st line support for incidents. Main Duties and Responsibilities: Technical Capability . Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs). Business Awareness . Develops an understanding of company’s environment and service delivery requirements to enable the delivery of a first-class service. Process . Documents actions taken in resolving routine user’s enquiries ensuring established processes/systems are followed. Problem Solving . Takes ownership for listening to and understanding basic user’s problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escal...