German speaking Service Desk Agent

2 days ago

Budapest, Budapest, Hungary The businesses of Merck KGaA, Darmstadt, Germany Full time

Your role:

As a German Service Desk Analyst, you will be on the front line of IT support for the German speaking internal colleagues. Your responsibilities will include capturing specific user problems, recording them and either resolving them through a set of fixed prescribed solutions or handing it over as the need arises. You will provide remote assistance and solve IT related issues for German-speaking colleagues via call, chat, and web. Your key tasks will include resolving incidents and service requests based on standard procedures in line with global policies. You will register, prioritize, and categorize tickets in the ServiceNow ticketing tool. You will follow up on existing cases and provide status updates as required and work with other IT teams to coordinate resolution of complex issues. Furthermore, you will minimize disruption to the business and ensure the highest satisfaction and happiness of your internal colleagues.

Who you are:

  • You are proficient in German (C1) and English (B2).
  • You have a customer-oriented service mentality with a problem-solving approach.
  • Have great interpersonal skills and like to communicate and help people.
  • Able to prioritize and balance multiple assignments.
  • Previous experience in supporting customer interactions and troubleshooting is an advantage.
  • IT Service Desk / Helpdesk / Technical Support / Customer Service or any other customer facing experience is a plus.

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