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Service Desk Agent

Job title: Service Desk Agent


Seniority level: Medior

Employment type: Employee


Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to DEKRA applications and DEKRA hardware (NB, PC, Mobile-Phones and or other typical User Equipment )
  • Directly responding to queries either over the phone or over chat functions
  • Walk staff and customer through problem-solving process
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other DEKRA systems
  • Run diagnostic programs to resolve problems
  • Support the user for Install computers and computer peripherals
  • Self-motivated initiatives to increase accessibility and for general service improvement
  • The ability to identify the priority in the request
  • Providing suggestions for solutions into a knowledge base in order to offer knowledge for the users, with which they can solve fault situations themselves

Expectations:

  • Fluent English
  • Experience in 1st or 2nd level support, ideally in larger environments
  • Good, broad-based IT knowledge, especially about Windows 10 and Office 365 (Outlook, SharePoint, Teams, Word, Excel, PowerPoint, Access) or SAP
  • Good English and German language skills for professional support of the DEKRA employees worldwide
  • Focus on quality and attention to detail
  • High self-motivation for continuous improvement
  • High Customer and Service mindset
  • Own motivation for further qualification
  • Team spirit and willingness to work in distributed teams
  • Willingness to work at night and on weekends (on-duty)
  • Experience with as many of the following technologies as possible: virtualization, remote apps, active directory, networking, data protection, cloud infrastructure and cloud applications
  • Experience with ticket Systems (eg. ServiceNow)
  • Ideally knowledge of processes according to ITIL V3+
  • Ability to multitask and work independently and also as part of a team
  • Strong analytical and problem-solving skills
  • Strong written and verbal communication skills

Preference

  • German knowledge

What we offer:

  • Opportunity to work in a modern office under flexible working conditions
  • Competitive salary and benefits
  • Cafeteria and annual bonus (13th and 14th month salary)
  • Health insurance
  • Travel allowance
  • Bilingual environment and international projects
  • Home office opportunity

Place of work: Budapest One Business Park (Budapest, XI.)
Start date: immediately

Apply: dorottya.erdei@dekra.com