General DescriptionAnswering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA’s, provision of timely communications and maintenance of ownership until closure.Collaboration with various teams & stakeholders.Identify service improvement opportunities along with the leads.Further development and maintenance of existing knowledge database.Participates in assigned projects.Flexible working on weekend, which would be on rotational basis within the team. Thinking out of the box solutions for issues raised by the customer.ITIL3/4 foundation certificate is good to havePassion to learn new concepts, technologies and processesWork Experience RequirementsMust be Fluent written and spoken German (minimum B2) and English. Should be a Graduate or equivalent degree.Minimum 3 years proven experience in a service desk / customer service roleGood troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directoryKnowledge of BMC helix ticketing tool systemExcellent communication skillsCustomer focused and results oriented.Ability to work alone or as a member of a team.Readiness to work on shift working pattern and weekend basis.Responsible and organized.Logical thinkerPassion to learn new concepts, technologies, and processes.