1st Level Global Help Desk, m/f/d
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Job Description
1st Level Global Help Desk role providing IT support for Fressnapf employees with a focus on efficient ticket management. Working in a three-shift system, no weekends or holidays.
Responsibilities:
- Provide competent support for IT incidents and inquiries from Fressnapf employees
- Hardware and software troubleshooting
- Receive, prioritize and handle incoming incidents and service requests (by phone or via ticketing system)
- Perform initial analyses, resolve issues where possible, and escalate to 2nd Level support when needed
- Experience using ticketing systems (e.g., ServiceNow, Jira, Helix, Omnitracker)
Requirements:
- Basic knowledge of the Windows operating system, Office environments and mobile devices
- Good German skills, spoken and written; advanced English skills
- Customer- and service-oriented manner, even with challenging issues
- Strong documentation and communication skills (in ticketing systems, by phone and in writing)
- Ability to work in a structured way and to independently prioritize requests
- Experience in telephone support
Benefits:
- Home office allowance of up to €40 (depending on attendance)
- IT equipment provided
- 28 days of vacation (based on a 5-day week) – your rest is important to us!
- Digital time tracking – no minute of your working time is lost
- Exclusive shopping discounts with over 500 partner companies
- Supplemental dental insurance and company pension plan via our partner AXA
- Computer eyewear (screen glasses) in cooperation with Fielmann
- Friendly atmosphere – first-name basis across all levels, from interns to the CEO
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