German Speaking 1st Line Support in Service Desk

ABOUT REIZ TECH

Reiz Tech is more than just an IT company. We are a trusted end-to-end IT advisor throughout clients’ business lifecycle. We have a growing global presence in more than 30 countries and regions, united to deliver end-to-end IT solutions. Our talents work together remotely, and low leadership levels are decentralised for better communication, decision-making, and flexibility.

ABOUT THE ROLE

We are currently looking for 1st LINE SUPPORT IN SERVICE DESK to join our team (for German Clients) and provide 1st line support for our SAP solution. The successful candidate will be responsible for registering customer incidents, responding to inquiries, and providing technical assistance to our clients.

RESPONSIBILITIES

• Register and respond to incoming incidents and service requests via phone, email or various ticketing systems.
• Provide timely resolution of incidents in accordance with agreed Service Level Agreements (SLAs).
• Escalate complex issues to senior technical resources as needed.
• Communicate with clients to provide status updates on open tickets and ensure customer satisfaction.
• Collaborate with cross-functional teams to identify and implement solutions to recurring issues.
• Provide user training and support to clients as needed.
• Maintain accurate documentation and knowledgebase articles.
• Ticket translation from German to English and vice-versa.
• Create various standardized and adhoc reports.
• Simple system monitoring.
• Access Management.

• Experience in a Service Desk or technical support role would be advantageous.
• Excellent communication skills in both German (B2 or C1) and English (B2 or C1).
• Motivated and keen to learn - can-do attitude.
• Experience with SAP or similar enterprise software good to have but not required.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Strong problem-solving skills and ability to work under pressure.
• Solid understanding of ITIL processes and procedures good to have but not required.

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