German-Speaking Service Desk Agent

Stack

Responsibilities

• ▹Provide first-line IT support for German-speaking internal colleagues
• ▹Capture and document user problems, resolving them through prescribed solutions or escalating as needed
• ▹Provide remote assistance and resolve IT issues via call, chat and web
• ▹Handle incidents and service requests based on standard procedures and global policies
• ▹Register, prioritize and categorize tickets in the ServiceNow ticketing tool
• ▹Follow up on existing cases and provide status updates
• ▹Work with other IT teams to coordinate resolution of complex issues

Requirements

• ▹Fluent German (C1) and English (B2)
• ▹Customer-oriented, problem-solving mindset
• ▹Excellent communication and interpersonal skills
• ▹Ability to prioritize and balance multiple assignments

Nice to have

• ▹Previous experience supporting customer interactions and troubleshooting
• ▹IT service desk / helpdesk / technical support / customer service experience

Soft skills

About the company

Merck is a global science and technology company working on innovative solutions in healthcare, life science and electronics, with a diverse, international workforce committed to improving the lives of customers, patients and the planet.