JOB DESCRIPTION

The IT Service Desk Agent position is the part of the company`s IT Operations function. The position is responsible to provide Level 1 IT support (email-queues, ITSM tool, MS Teams-Chat) to the organization, acting as a single point of contact for Gategroup internal users. Dealing with the management of both routine and non-routine incidents, problems, and requests, in specific languages: English knowledge mandatory, German and / or French preferred.

Main Duties and Responsibilities: 

• Provide support for standard technical inquiries related to specific IT products, including Microsoft products, operating systems, basic networking, and PCs.
• Adhere to and reinforce internal IT protocols while delivering resolutions in compliance with established requirements.
• Document actions taken to resolve routine user inquiries, ensuring adherence to established processes and systems.
• Take ownership of understanding user issues by actively listening and asking relevant questions to resolve commonly known problems within specified timeframes.
• Escalate issues as needed to ensure service levels are met or exceeded in accordance with the company's expectations and SLAs. Monitor performance through statistical reporting and analysis.

Qualifications and Education, Work Experience:

• High school diploma or equivalent 
• Understanding of operating systems (Windows, macOS, Linux). IT related studies or previous IT Service Desk Agent experience is preferred
•  Awareness to ITSM tools – (ServiceNow preferable) 
• Proficiency with service desk telephony and ticketing systems 

Required Skills:

• Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents 
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Skill in actively listening to understand user issues fully and clarifying doubts.
• Ability to analyze problems systematically and think critically to identify solutions.
• Strong troubleshooting skills to diagnose and resolve issues efficiently.
• Ability to prioritize tasks and manage time effectively, especially under pressure.
• Skill in handling multiple requests and issues concurrently without losing track of details.
• Ability to collaborate with other IT staff, departments, and external vendors to resolve issues.
• Good rapport-building skills and the ability to work well with a diverse group of people.
• Willingness to adapt to changing technologies and new processes.

Language Skills:

• Fluent English is required + German and/or French preferred.