IT User Help Desk Agent supporting clients with software and hardware issues in Hamburg. Professional support in a hybrid work environment for a leading German IT service provider.
About the role
- IT Support position for handling ERP customer inquiries via phone and email communication. Assisting with technical issues and documentation in a hybrid work environment.
Responsibilities
- Provide customer support for inquiries via phone, email and ticketing system
- Conduct qualified first-level intake and initial processing of incidents, application questions and problem cases
- Analyze situations and assess urgency and responsibilities
- Coordinate customer issues across different departments
- Ensure clear handover of cases to the appropriate contacts
- Monitor and follow up on open tickets and requests
- Document all cases and activities in the system
Requirements
- Professional experience in IT support, helpdesk or application support
- Completed vocational training in the IT field or an equivalent qualification
- Very good German language skills, spoken and written
- Clear, calm and solution-oriented communication — even in demanding situations
- Structured way of working and ability to prioritize when handling multiple concurrent tasks
- Good technical understanding
- Ideally, experience with ERP systems, ticketing systems or software-supported business processes
Benefits
- Flexible working hours & flexitime
- Hybrid model (office + remote work) available after the probationary period
- 30 days' vacation plus additional time off at Christmas and New Year's Eve
- Subsidy for a BusinessBike
- Contribution toward workplace/prescription glasses
- fitness|schmiede — weekly online fitness class
- Modern office in Neckarsulm with open workspace, air conditioning and a roof terrace
- Modern work equipment — also for your remote setup (laptop, headset)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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