Job Description
HYBRID ROLE - 3 Days onsite
German + English Speaker - Must
JD for the role:
Essential Duties and Responsibilities
- Work as part of the Shift system on the IT Service Desk
- Receives and handles requests for service, following agreed procedures.
- 1st line support: troubleshooting of IT related problems
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Coordinating tickets that cross organizational boundaries to ensure customer satisfaction <...