IT ServiceDesk Agent

About the role

As an IT ServiceDesk Agent at Kanadevia Inova, you will be the first point of contact for customers seeking technical assistance. You will handle inquiries via phone, email and ticketing system, ensuring swift and effective resolution of hardware, software and network issues.

Key responsibilities

• Receive and log support requests through phone, email and ticketing platform.
• Diagnose and resolve hardware, software and network problems, escalating complex cases when necessary.
• Provide remote troubleshooting and configuration of IT equipment.
• Maintain clear communication with clients, updating tickets with status and resolution details.
• Collaborate with internal IT teams to improve service quality and customer satisfaction.
• Document solutions and contribute to the internal knowledge base.

Required profile

• Minimum 2 years experience in an IT ServiceDesk or similar support role.
• Strong customer‑focused attitude and ability to work independently or within a team.
• Excellent problem‑solving, communication and organizational skills.
• Proficiency in English; additional German language skills are a plus.
• Relevant certifications such as ITIL are advantageous.

Required skills

• Windows operating system.
• Remote support tools (e.g., TeamViewer, Remote Desktop).
• Help desk / ticketing software (e.g., ServiceNow, Zendesk).

What we offer

• Permanent employment contract with 13th month salary.
• 5% annual bonus and additional leave days.
• Hybrid work model with up to two days remote per week.
• Home office allowance, travel allowance and pension contribution up to 2.5%.
• Company mobile phone or allowance, recreation allowance and referral program.
• Support for professional development, training and career growth.