Service Desk Agent - aktualizované: 8. 9. 2022

Údaje o pracovnom mieste

Náplň (druh) práce

You take over user support in first-level support and form the interface to the IT department at the international company level. Your tasks include accepting and advising on fault reports (incidents) via telephone and e-mail as well as analyzing the faults, including troubleshooting via remote access. You forward qualified service requests to downstream support units (2nd/3rd level support) and maintain the ticket system by the service level agreement (SLA).
You will work as a service desk agent at our service desk and have direct contact with our customers. They accept inquiries from system monitoring systems, ticket systems, e-mail, or by telephone. You qualify and categorize tickets and process them according to service notes. They ensure availability for our customers and act as a single point of contact for the customer and ensure that service levels are met. The daily work and documentation take place in the ticket system (e.g.: Service Now). Within the IT factory, you will work closely with downstream units (2nd / 3rd level support).

Požadované vzdelanie

Stredné odborné vzdelanie

Dĺžka praxe

aspoň 6 mesiacov

Cudzie jazyky

anglický - pokročilá: B1 a B2

nemecký - pokročilá: B1 a B2

Podmienka: Ovládanie všetkých definovaných jazykov