German Speaking Service Desk Agent

Stack

Responsibilities

• ▹Manage incoming incidents and service requests via phone, email and ticketing systems
• ▹Create, categorise, track and resolve support tickets
• ▹Monitor and escalate tickets according to agreed service levels
• ▹Collaborate with technical teams and internal stakeholders
• ▹Provide remote troubleshooting and technical assistance to end users
• ▹Maintain documentation and knowledge base articles
• ▹Support onboarding and knowledge-sharing activities within the team
• ▹Participate in an on-call support rotation
• ▹Handle major incidents and communicate updates to relevant stakeholders

Requirements

• ▹IT-related education or relevant professional experience in IT support/helpdesk environments
• ▹Fluent Hungarian, German and English language skills
• ▹Strong customer service and communication skills
• ▹Knowledge of PC hardware, operating systems and software technologies
• ▹Experience with Active Directory
• ▹Experience using remote support and remote desktop tools
• ▹Ability to work independently as well as collaboratively within a team
• ▹Structured, solution-oriented and quality-focused approach to work
• ▹Resilience and ability to manage multiple priorities

Nice to have

• ▹Knowledge of IT Service Management (ITSM) processes
• ▹Experience with ServiceNow
• ▹ITIL certification
• ▹Previous experience in retail or customer-facing environments

Soft skills

What we offer

• ▹Flexible working arrangements with up to 100% remote work within Hungary
• ▹Opportunity to work in an international and multicultural environment
• ▹Exposure to large-scale IT operations and enterprise-level support processes
• ▹Professional development opportunities, training programs and certifications
• ▹Long-term career growth within a rapidly expanding organisation
• ▹Supportive team culture and collaborative working environment
• ▹Challenging projects and the opportunity to work with global stakeholders