We are looking for Service Desk Agent who will be responsible for providing remote technical support, troubleshoot basic IT issues, and manage service tickets efficiently.
This is what your typical everyday life looks like:
- Receive and log incoming service requests via phone, email, or self-service portal.
- Perform initial diagnosis and resolve common technical issues (L1 scope).
- Reset passwords and manage basic user access rights.
- Classify and escalate tickets to 2nd or 3rd line support teams as necessary.
- Document known issues and solutions in the knowledge base.
- Monitor ticket queues and ensure service levels (SLAs) are met.
- Communicate with users to provide updates and resolution statuses.
Skills you need for the role:
- Familiarity with ITIL processes.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience using ticketing systems (e.g., JIRA SD).
- Ability to work remotely with end-users (e.g., using remote desktop tools).
- Minimum 1 year of experience in a similar support role
- Experience in corporate or SSC/BPO environments is a plus.
- Proficiency in German and English min. B2 (C1 is a plus).
#bethechange Czekamy na Twoją aplikację.
Twój kontakt to Marcin Wszolek | HR Specialist
∗ SMA dąży do różnorodności i równości szans - bez względu na płeć, wiek, pochodzenie, religię, niepełnosprawność czy orientację seksualną.
