IT Service Desk Agent - German language support

Gate Gourmet; Madrid; Presencial; EUR 26.000 - 36.000; Jornada completa

Descripción de la vacante

Gate Gourmet seeks a proactive IT Service Desk Agent to be the first contact for internal users, handling incidents and service requests with professionalism.

You will resolve standard queries via phone, email, and chat, document actions, and escalate complex issues to ensure timely resolution. Strong English and German skills are essential for global collaboration.

Formación

• High school diploma or equivalent IT-related studies or previous IT Service Desk Agent experience.
• Experience resolving end-user incidents and service requests.
• Awareness of ITSM tools (ServiceNow preferred).
• Able to handle multiple activities simultaneously.
• Maintain and follow operational procedures and document actions.

Responsabilidades

• Be the single point of contact for internal users and manage routine incidents and requests.
• Provide first-level IT support via calls, email queues, ITSM tool, and MS Teams-Chat.
• Document actions taken and follow established procedures.
• Escalate issues beyond own scope to ensure timely resolution.
• Monitor service levels and contribute to SLA compliance.

Conocimientos

Fluent English

German (B2+)

Microsoft Office

Problem solving

Communication

Teamwork

Telephone etiquette

Educación

High school diploma or equivalent IT studies

Herramientas

ServiceNow

Snow ITSM

Descripción del empleo

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Job Summary:

The role holder will be responsible for acting as a single point of contact for Gategroup internal users, dealing with the management of both routine and non-routine incidents, problems, and requests. Providing first level support through user calls through IVR, email-queues, ITSM tool, MS Teams-Chat and provision of the 1st line support for incidents.

Main Duties and Responsibilities:

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs).
• Business Awareness. Develops an understanding of company's environment and service delivery requirements to enable the delivery of a first-class service.
• Process. Documents actions taken in resolving routine user's enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic user's problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed company's expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a global team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development. Takes ownership of own development and has a development plan in place.

Qualifications and Education:

At least High school diploma or equivalent IT related studies or previous IT Service Desk Agent experience

Work Experience:

• Previous experience in the responsibilities described - (preferable) Awareness to ITSM tools - (ServiceNow preferable)
• Utilizes technical skills to resolve end user incident and service request tickets for IT services and products
• Ability to Support Incident resolution or workaround that can be retrieved from - Standard Operating Procedures and existing Known Errors or knowledge documents
• Ability to perform multiple activities at the same time
• Maintain and enforce operational procedures, as well as complete all necessary documentation

Technical Skills:

• (Certification, Licenses and Registration)
• Knowledge of Microsoft Office suite
• Excellent computer skills
• Basic knowledge in SD Ticketing system's (Snow preferable)
• Confidence and an enthusiastic telephone manner

Communication and other Skills:

• Fluency in English and German (B2 or higher)
• Good communication skills and teamwork ability
• Ability to problem solve and think critically
• Ensure users have a good experience with Service Desk Customer and Team oriented

If you want to be part of a team that helps make travel and culinary memories, join us! gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents. We work in an exciting industry - fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment. For further information, please visit www.gategroup.com.