IT Service Desk Agent

• providing technical support at L1 or L2 level
• telephone support for customers and other interested parties primarily in German
• Ensuring telephone availability during all operating hours – 24/7 (including public holidays and weekends), a 3 shift working pattern
• Receive, classify and provide initial support for problems or requests based on defined procedures
• Receive requests and queries from customers and open incidents in the relevant Service Desk tools
• timely processing of electronic mail
• resolving incidents according to specifications and making qualified referrals to subsequent levels of support
• identify and escalate priority requests
• adhere to ticket handling processes and procedures

• completed secondary school/university education in IT or technical field preferably, or appropriate professional experience
• pro-customer orientation
• good communication skills (clear and understandable pronunciation, fluency)
• high flexibility, ability to work under pressure and willingness to deliver performance
• Willingness to work 24/7 on shift, additional financial bonuses set for night shifts
• very good written and spoken German language skills
• good knowledge of English or knowledge of other foreign languages welcome
• good IT skills and technical knowledge, additional knowledge of specific topics in the technical support environment – an advantage
• ability to work and communicate with an international team
• independence, positive attitude and motivation
• experience and knowledge of various IS for control and documentation of IT Service Desk processes (Serviceware Processes or helpLine 6.5, Microsoft Active Directory, SAP Fieldglass, TeamViewer, Remote Desktop Tool, etc.) – an advantage

Formel D is the global service provider of the automotive industry. We develop market- leading concepts as well as individual, scalable solutions along the entire automotive value chain – from the development to the production and up to the aftersales service.

Formel D was founded in 1993 at its headquarters in Troisdorf in Cologne. Today we employ over 6000 people from 45 nations in more than 80 sectors in 19 countries. Passion drives us, professionalism makes us stand out and team spirit makes us successful. We work at the core of the industry that moves us every day. Formel D. The driving force.

http://www.formeld.com