Service Desk Agent (M/K)

Experis is a global leader in recruiting specialists and management staff in key IT areas. They offer competitive employment opportunities and interesting IT projects for both experienced experts and those starting their careers in IT.

• Proficiency in German and English (minimum B1 level in English)
• At least 1 year of experience as a Service Desk Agent
• Basic understanding of IT support processes and tools
• ITIL4 Foundation certification (nice to have)
• Windows 10 certification (nice to have)
• Microsoft certifications (OS/O365) (nice to have)
• Strong communication, interpersonal, and analytical skills
• Team player attitude with a customer-focused approach
• High level of accuracy, reliability, flexibility, and adaptability

• Handle incoming requests via phone, email, web, and chat in a professional and courteous manner
• Accurately log, categorize, and prioritize incidents and service requests
• Resolve issues at first contact whenever possible (First Time Fix – FTF)
• Perform thorough diagnostics with end users to identify and resolve problems
• Escalate unresolved issues to appropriate internal or external teams in line with procedures
• Manage incidents throughout their entire lifecycle, from initial contact to resolution
• Ensure all tickets are handled within agreed Service Level Agreements (SLA)
• Proactively keep users informed about the status and progress of their requests
• Identify recurring incidents or service risks and escalate them to service management teams
• Contribute to knowledge sharing within the team and support onboarding of new employees
• Create and maintain knowledge base articles in collaboration with L2 teams
• Handle user escalations in accordance with escalation management guidelines