German Speaking Service Desk Agent

About this role

We are looking for a German Speaking Service Desk Agent to join an international IT support team. In this role, you will provide first-line technical support to end users, handle incidents and service requests, and ensure high-quality customer service in a multilingual environment.

Your responsibilities will include:
Managing incoming incidents and service requests via phone, email, and ticketing systems
Creating, categorizing, tracking, and resolving support tickets
Monitoring and escalating tickets according to agreed service levels
Collaborating with technical teams and internal stakeholders
Providing remote troubleshooting and technical assistance to end users
Maintaining documentation and knowledge base articles
Supporting onboarding and knowledge-sharing activities within the team
Participating in an on-call support rotation
Handling major incidents and communicating updates to relevant stakeholders
Requirements
IT-related education or relevant professional experience in IT support or helpdesk environments
Fluent Hungarian, German, and English language skills
Strong customer service and communication skills
Knowledge of PC hardware, operating systems, and software technologies
Experience with Active Directory
Experience using remote support and remote desktop tools
Ability to work independently as well as collaboratively within a team
Structured, solution-oriented, and quality-focused approach to work
Resilience and ability to manage multiple priorities

Nice to have
Knowledge of IT Service Management (ITSM) processes
Experience with ServiceNow
ITIL certification
Previous experience in retail or customer-facing environments
Benefits
Flexible working arrangements with up to 100% remote work within Hungary
Opportunity to work in an international and multicultural environment
Exposure to large-scale IT operations and enterprise-level support processes
Professional development opportunities, training programs, and certifications
Long-term career growth within a rapidly expanding organization
Supportive team culture and collaborative working environment
Challenging projects and the opportunity to work with global stakeholders