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Service Desk Agent

Unique People, s.r.o. 17 Jun 2022

Full-time Contract Košice
in Košice
from 1100 €

Job description

  • 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).

Job requirements

  • You have completed training as an IT specialist for system integration or comparable IT training
  • Furthermore, you already have some experience in the IT environment, especially in first-level support
  • You have in-depth knowledge of Microsoft products (Windows client/server distributions, MS Office) and ideally of ticket systems
  • Preferably you have an ITIL certification

Personal Requirements

  • You are fluent in spoken and written German and English
  • You are responsible and have analytical skills as well as above-average commitment, team spirit, and commitment
  • Phased work at off-peak times and on weekends is not a problem for you
  • Convincing communication skills and a confident demeanor complete your profile

Employee Benefits

  • Possibility to choose work from home/office work or a combination of both (hybrid)
  • Possibility to manage the working time upon agreement (flexible working hours)
  • Mobile phone and agreed hardware for personal usage
  • Fresh new offices in the city center (easily accessible by car and public transportation)
  • Shared parking spaces next to the office doors
  • Shared bicycle garage
  • Career growth
  • Learn to code, Udemy, Pluralsight, Linux Academy courses, and individual education according to position up to 2000 € yearly for an employee
  • Company representation at various conferences and educational events, networking events
  • Language courses (German, English language)
  • Informal, friendly atmosphere with the feeling of the family company
  • Diversified projects for local and international clients
  • Hockey tickets for HC Košice matches
  • Multisport card, participation in sports events (runs, football matches...)
  • E-bikes landing
  • And other basic/common benefits:
  • Coffee, snacks & cakes daily (mostly from local suppliers or baked by us
  • Team breakfasts
  • Company events offline but also online (teambuilding, family days …)
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