German Speaking Service Desk Agent

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