Entry level Service Desk Agent - German speaking

Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

Mission of the position

Our Service Desk Specialist will provide Level 1 desktop support to End Users in German-speaking countries from remote.

Main tasks

• Providing remote Level 1.5 Global Support to end-users (in German)
• Analysing problems & putting correct resolutions in place
• Troubleshooting and relating resolution procedures to non-technical end-users
• Opening, closing & monitoring of the incidents in the system during the complete incident lifecycle
• Monitoring the correct timelines (SLA)
• Contacting with the end-users via phone, e-mail & chat (in German and English)
• Providing input toward Knowledge base maintenance

• Very good German language skills (B2-C1, mandatory); English (B2-C1, mandatory)
• Strong organizational skills with the ability to prioritize effectively
• Excellent communication skills and ability to interact professionally with a diverse group of clients and staff in difficult or conflict situations
• Availablility to work on day shifts 

Would be an asset:

• Previous experience with Level 1 remote support including troubleshooting, diagnosis, resolution, and software deployment
• Knowledge of an additional foreign language

• A secure job in an exponentially growing international company
• Taking responsibility of exciting projects with diverse challenges
• Wonderful team spirit and a great working atmosphere in a friendly team
• Direct and open communication
• Very good opportunities for professional and
  personal further development thanks to our human resources development programme
• Mentor programme for an easy start for new employees
• Room for your own ideas and suggestions for improvement as well as their quick implementation due to brief decisions making processes