Agent Service Desk with German

• Handle access requests including account creation, modification, and deletion, applying access rules based on the requester’s role
• Process incoming emails related to access and support
• Log, resolve, and escalate IT issues to the appropriate support level to ensure timely resolution
• Gather user and account information for internal reporting and external stakeholders
• Ensure service delivery agreements are met at expected quality levels
• Suggest improvements to procedures, processes, and workflows to enhance operational efficiency
• Provide resolutions for incident tickets and service requests submitted via forms, emails, or ticketing systems
• Implement specific access rights based on virtual requests and update user information in relevant systems
• Define incident priorities and ensure proper tracking and follow-up
• Document newly identified known errors and develop training materials for L1 and L2 agents when UAM-specific knowledge is required

• Strong team collaboration and interpersonal skills
• Solid problem-solving abilities with a customer-centric mindset
• Ability to maintain and utilise technical documentation during production, testing, and implementation phases
• Excellent verbal and written communication skills in German (C1) and English (B2)
• Flexible and adaptable in challenging situations with strong time management and organisational skills
• Technical knowledge of Active Directory, Operating Systems, server environments, and Office Automation Software

Familiarity with Identity Management and IT Service Management tools (e.g., BMC Remedy or similar) is an advantage

• Hybrid way of working: 2 days per week/ 8 per month
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off
• Special Paternal Program - 4 months of paid paternity leave