IT Service Desk Agent (German-speaking) - Remote - FI01
Role details
Job location
Tech stack
Job description
Experience the power of a game-changing career. Are you looking for what's next? We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.
If you're looking to grow and be inspired, as an IT Service Desk Agent (Remote from Spain), you will be part of our team of game-changers who are powering the brands of the future in tech, finance, travel, fashion, healthcare, and more.
Career growth and personal development: We'll give you all the training, cutting-edge technologies, and the continuing support you'll need to succeed. At Concentrix, there's a real career and personal growth potential. About 80% of our managers and leaders have been promoted from within! That's why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you've always envisioned. What you will do in this role
- Provide 1st level support to client workers.
- Handle IT requests or issues via phone, mail, chat, or via self-service portal.
- Perform root cause analysis and troubleshooting via phone and/or remote access.
- Monitor IT requests and issues in the client's ITSM service management system, including categorisation and prioritisation.
- Use internal knowledge databases to achieve a first-resolution rate.
- Cooperate with the client's 2nd level service organisations and external service providers.
- Provide support to client employees in the operation of user systems and peripheral devices.
Requirements
We embrace our game-changers with open arms-diverse, curious, and ready to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
- Proficient or bilingual level of German and advanced English.
- Experience in 1st- or 2nd-level IT support, ideally in larger environments.
- Good IT knowledge, especially of Windows 10, Office 365, MS Teams, and troubleshooting hardware and software.
- Analytical approach to complex issues.
- Experience in ITSM ticket systems (ideally ServiceNow).
- Knowledge of processes according to ITIL V4 (good to have).
- High customer and service orientation and sense of responsibility.
- Reliable and systematic way of working.
- Willingness to learn and develop technical and soft skills and to work shifts.
- High motivation and willingness to work in a global team.
Benefits & conditions
What's in it for you:
- Full-time, 39-hour / week permanent contract (Monday to Friday 8:00-17:00).
- Salary €22,000 gross / year + up to €2,400 gross / year in bonus.
- Great location in Barcelona.
- Bring-a-friend (referral) bonus opportunities.
- Full paid training on the company and the project you'll be working on.
- Career development programs and specialised courses.
