IT Service Desk Agent

ResolveOps; Hamburg; Remote; EUR 32,000 - 42,000; Full time

Benefits offered by this job

30 days leave

Company pension

Training & certification budget

Laptop & home office equipment

Job summary

ResolveOps is seeking an IT Service Desk Agent to handle tickets from German clients while working remotely in Germany. You will reset passwords, manage access, and troubleshoot issues from runbooks, with escalation to the application team when needed.

The role offers permanent full-time employment, flexible hours, 30 days of leave plus holidays, a company pension, and an annual training budget. A laptop and home office setup are provided.

Qualifications

• IT training such as Fachinformatiker, a degree or comparable experience.
• First service desk or IT support experience (internships count).
• Jira Service Management, ServiceNow, OTRS or similar.
• ITIL Foundation; Microsoft 365 and Active Directory.

Responsibilities

• Take tickets and calls from users at clients' German sites.
• Reset passwords, clear locked accounts, set up application access.
• Solve the common form and approval problems from our runbooks.
• Escalate the hard ones to the application team, clearly described.
• Keep runbooks and knowledge articles current.

Skills

IT support experience

Customer support

Education

IT training or Fachinformatiker or degree

Tools

Jira Service Management

ServiceNow

OTRS

Job description

Several systems we look after are now used by German teams at our clients, and their first-level questions arrive while Chicago is still asleep. The IT Service Desk Agent answers them in their time zone: password resets, access requests, forms that won't submit. Full-time, from home anywhere in Germany. Chicago starts its day in your afternoon.

Five things you'll do

• Take tickets and calls from users at our clients' German sites
• Reset passwords, clear locked accounts, set up application access
• Solve the common form and approval problems from our runbooks
• Escalate the hard ones to the application team, clearly described
• Keep runbooks and knowledge articles current

Three things we need

• IT training such as Fachinformatiker, a degree or comparable experience
• First service desk or IT support experience (internships count)
• Jira Service Management, ServiceNow, OTRS or similar

Also helps: ITIL Foundation; Microsoft 365 and Active Directory.

The terms

• Permanent full-time contract, from home anywhere in Germany
• Flexible hours
• 30 days of leave plus public holidays
• A company pension ResolveOps pays into
• A yearly training and certification budget
• Laptop and home office equipment

ResolveOps is an operations and technology consultancy in Chicago. We fix the request forms, approval routes, application connections and reports a business runs on; every assignment is agreed in writing first and ends with operating instructions the client's team can follow.