IT Helpdesk Operator

This is a job for a German company Receiving and qualifying IT requests • Receiving incoming IT calls via the service center's central phone number • Processing support requests via the ticketing system, email, chat, or service portal • Pleasant and structured conversations with employees • Recording all relevant information about a malfunction or request • Checking if the problem affects an individual, one department, or several employees • Assessing impact and urgency according to a predefined priority matrix • Assigning the request to the correct category and responsible IT team • Creating and managing a ticket for each support case First-level support Solving simple and standardized IT problems based on approved work procedures, for example: • Support for password problems, login issues, and user accounts • Help with Microsoft Outlook, Teams, OneDrive, and other Microsoft 365 applications • Support for simple MFA and authentication problems • Recording and initial analysis of printer problems • Support for standard problems with laptops, monitors, docking stations, and peripherals • Performing simple checks for network, Wi-Fi, or VPN problems • Instructing employees on rebooting, updates, and basic system settings • Using and supporting the internal knowledge base Administrative changes to user accounts or systems are performed only within clearly granted authorizations and according to established security procedures. Ticket management and escalation • Complete and clear documentation of all support cases • Supplementing error reports, screenshots, device names, location information, and already performed actions • Transferring qualified support requests to the second level • Immediate escalation of critical malfunctions according to the established emergency procedure • Monitoring open support requests and collecting missing information • Informing employees who reported the problem about its resolution status • Closing tickets with documented solutions • Identifying recurring or cross-departmental malfunctions Collaboration and improvement • Regular communication with the central IT department • Participation in short service center meetings and quality meetings • Feedback on frequently occurring problems and missing instructions • Support in creating and improving knowledge base articles • Adherence to agreed service times, response times, and escalation procedures • Confidential handling of personal and company information • Using AI-supported tools for summarizing conversations, classifying tickets, and searching the knowledge base