General

• Managing incoming incidents and service requests via phone, email, and ticketing systems
• Creating, categorizing, tracking, and resolving support tickets
• Monitoring and escalating tickets according to agreed service levels
• Collaborating with technical teams and internal stakeholders
• Providing remote troubleshooting and technical assistance to end users
• Maintaining documentation and knowledge base articles
• Supporting onboarding and knowledge-sharing activities within the team
• Participating in an on-call support rotation
• Handling major incidents and communicating updates to relevant stakeholders

German Speaking Service Desk Agent

• Managing incoming service requests and incidents in accordance with SLA, KPI, and FCR standards via phone, email, and the ticketing system.
• Participating in on-call duty.
• Creating, categorizing, resolving, and documenting tickets.
• Serving as a liaison with system specialists and other departments.
• Controlling, monitoring, and delegating tickets based on SLAs.
• Documenting solution descriptions and maintaining the knowledge database.
• Providing training for new team members.
• Delivering high-quality customer support to end users and assisting with inquiries regarding IT applications and systems.
• Handling major incidents and communicating updates to management and departments.
• Conducting remote troubleshooting for end users.

Entry-level Service Desk Agent, German Speaking

• Review, validate, and cleanse data across multiple systems and platforms in Italian language
• Identify inconsistencies, duplicates, and missing information
• Ensure data accuracy and compliance with internal guidelines
• Perform regular quality checks and audits on datasets
• Collaborate with internal teams to resolve discrepancies

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