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 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 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