German Speaking Service Desk Agent

We are looking for a German Speaking Service Desk Agent to join an international IT support team. In this role, you will provide first-line technical support to end users, handle incidents and service requests, and ensure high-quality customer service in a multilingual environment.

Your responsibilities will include:

• 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

• IT-related education or relevant professional experience in IT support or 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

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