Service Desk Agent with German (M/K)

Experis is a global personnel consulting company focused on IT specialists and management. They connect candidates with leading market employers and support their professional development. The company operates as an employment agency (license number 412).

• Fluency in German and English (minimum B1 level in English)
• At least 1 year of experience in a Service Desk/ Helpdesk role
• Basic understanding of IT support processes and ITSM tools
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Customer-focused approach and strong teamwork skills
• High level of accuracy, reliability, flexibility, and adaptability

• Provide first-level IT support via phone, email, chat, and web channels in a professional manner
• Accurately log, categorize, and prioritize incidents and service requests
• Diagnose and resolve technical issues during the first contact whenever possible (First Time Fix)
• Perform detailed troubleshooting with end users to identify root causes of issues
• Escalate complex or unresolved cases to appropriate internal or external teams
• Manage incidents throughout their entire lifecycle in line with established procedures
• Ensure all tickets are handled within agreed Service Level Agreements (SLA)
• Keep users informed about progress and resolution status
• Identify recurring issues and escalate trends to service management teams
• Support knowledge sharing by creating and maintaining documentation and knowledge base articles
• Assist in onboarding new team members and handle escalations professionally