Job
- Level
- Experienced
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you will handle incoming user calls, resolve software and hardware inquiries efficiently using the ticket system, and escalate to other support teams when necessary.
Job Technologies
Your role in the team
- Set up your workstation and dial into the Service Desk hotline to provide user support via phone.
- Eagerly answer the first call and ask whether it is a software or hardware issue and from which beautiful place in Europe the call is coming.
- Carefully receive the user's request using our ticket system, correctly categorize the case, and provide everything necessary to assist competently right away.
- Now demonstrate your heroism by promptly and competently addressing users' concerns, resolving their issues, and thus making a multitude of colleagues happy.
- Either celebrate the found solution with the user or pass the recorded ticket to colleagues in the downstream support units or coordinate and commission external IT service providers.
- Feel satisfied at the end of the day because you have once again made the workday easier for many colleagues.
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Our expectations of you
Education
- You have completed a technical or service-oriented training with a strong IT affinity; career changers are also welcome.
Qualifications
- You have knowledge of automated hardware and software installation as well as system configuration or are interested in acquiring it.
- Initial exposure to Windows 11, Office 365, Active Directory, Service Management tools, and/or ITIL complements your technical profile.
- You communicate proactively and confidently in German; good English skills (at least B-level) complement your profile. Italian or Polish language skills are a plus.
- Teamwork excites you, you work analytically and in a structured manner, and you remain calm and solution-oriented even in challenging situations.
- You work analytically and in a structured manner, placing importance on user-friendly and performance-oriented communication.
- Even in challenging situations, you remain calm, act proactively, and are willing to occasionally take on on-call duties.
Experience
- You have initial experience in IT or customer support and stand out through strong customer and service orientation.
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What we offer
- Attractive compensation, 13th salary with the option to convert into time off.
- Annual budget: €1,080 for Fielmann products for you and your family.
- Employee shares, asset-building benefits, and numerous other perks.
- Flexible working time models and hybrid work with up to 60% remote per month by arrangement within the team.
- Professional and personal development at the Fielmann Academy Schloss Plön.
- A future-proof working environment that combines innovation and growth with a family-like team culture.
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Benefits
Higher Take-Home Pay
Job Locations
About Your Employer
Fielmann AG
Fielmann is a family-run business with strong values that leads the way in the European eyewear industry. We are designers, manufacturers, agents and opticians. Our employees' commitment and expertise are the foundation of our success. Our customer-oriented corporate philosophy is lived out at our headquarters in Hamburg - with attractive prospects for everyone.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Trade
IT Service Desk Agent - First Level
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
