Description
You will serve as the first point of contact for customers seeking technical assistance via phone, support portal, or email. Your primary responsibilities will include identifying and assessing customer needs to ensure prompt and accurate support, providing first-level support for basic IT issues and service requests related to systems, applications, and hardware, escalating unresolved issues or complex service requests in accordance with agreed service level agreements (SLAs), and maintaining and updating the Knowledge Base, ensuring documentation is accurate, helpful, and up-to-date.
To be successful in this role, you will require a minimum of 2 years of experience in Service Desk, Helpdesk, IT Support or Customer Support Roles with a strong focus on technical issue resolution. You will also need excellent communication skills, problem-solving skills, and the ability to work in a team and communicate effectively.
As a Service Desk Agent at MHP, you will have the opportunity to grow with your projects and objectives in an innovative and supportive environment. You will be part of a diverse team that values authenticity, curiosity, creativity, and unconventional thinking patterns.
Key responsibilities:
- Serve as the first point of contact for customers seeking technical assistance via phone, support portal, or email
- Identify and assess customer needs to ensure prompt and accurate support
- Provide first-level support for basic IT issues and service requests related to systems, applications, and hardware
- Escalate unresolved issues or complex service requests in accordance with agreed service level agreements (SLAs)
- Maintain and update the Knowledge Base, ensuring documentation is accurate, helpful, and up-to-date
Requirements:
- Minimum 2 years of experience in Service Desk, Helpdesk, IT Support or Customer Support Roles with a strong focus on technical issue resolution
- Excellent communication skills
- Problem-solving skills
- Ability to work in a team and communicate effectively
- Advanced proficiency in German (B2–C1) and intermediate proficiency in English (B1)
- Good understanding of IT concepts (i.e. email, AD, OS, Mobile devices etc.)
Benefits:
- Opportunity to grow with your projects and objectives in an innovative and supportive environment
- Part of a diverse team that values authenticity, curiosity, creativity, and unconventional thinking patterns
- Flexible working hours and remote work options
- Comprehensive training and development opportunities
- Competitive salary and benefits package