German Speaking Command and Control Center Agent (7/24)

Completed training as an IT specialist or professional experience. High service and customer orientation. Good language skills in German and English. Good knowledge of current PC architectures and hardware technologies. Quality and solution-oriented way of working. Capable of working in a team, strong communication skills, resilient. ITSM process skills. Experience with ServiceNow. Solid SAP knowledge.

Process incoming service requests and incidents based on SLA via e-mail. Create ad hoc-reports. Distribute tickets inside the Service Desk team. Manage backlog tickets. Handle escalations. Perform event monitoring tasks in a 24/7 supporting team. Create and coordinate IT Onboarding/Offboarding tickets. Ensure technical and process related trainings for new joiners. Administer hardware assets. Create, update, and close tickets in the service management system. Create SOPs. Work closely with other IT teams. Contribute to the IT knowledge base. Handle basic L1 SAP tasks. Perform ad-hoc administrative duties.