Help Desk Technician

vor 4 Wochen

Düsseldorf, Nordrhein-Westfalen, Deutschland ISS Vollzeit

About the Role

We are seeking a highly skilled and motivated IT Support Specialist to join our team at ISS. As an IT Support Specialist, you will be responsible for providing first-level technical support to our customers, resolving technical issues, and ensuring that our customers receive exceptional service.

Key Responsibilities

  • Respond to and resolve customer inquiries and technical issues via various channels, including phone, email, and chat.
  • Diagnose and troubleshoot technical problems using checklists and training, and resolve issues related to applications, hardware, and software.
  • Explain service procedures to IT users and escalate issues to the relevant teams as needed.
  • Identify recurring issues and report them to the team, and notify team members of frequently asked questions.
  • Ensure that all interactions with customers are de-escalated, solution-oriented, and positive, with the goal of increasing customer satisfaction.
  • Support the achievement of performance targets and ensure that incidents are handled in accordance with agreed-upon procedures.

Requirements

  • A degree in a related field or equivalent experience in IT support.
  • First-hand experience in first-level support or application development.
  • ITIL Practitioner certification or in-depth knowledge of incident management processes is an asset.
  • Basic knowledge of architecture, networks, hardware, software, and platforms, as well as company-specific requirements.
  • Experience with Microsoft 365 products and services is highly desirable.
  • Familiarity with JIRA and Confluence is a plus.
  • A team player with a willingness to help others.
  • Excellent communication skills in English and German.

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