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About the Role
- Monitor, prioritize, and assign tickets in ServiceNow based on urgency and SLA
- Serve as the primary point of contact for clients and internal staff
- Maintain detailed logs and documentation for all requests
- Escalate critical issues promptly to the appropriate IT team or manager
- Identify process improvement opportunities
- Schedule and coordinate user appointments for IT asset refresh and meeting rooms
Required Skills & Experience:
- 2–5 years of experience in IT support or service desk roles
- Strong experience with ServiceNow ticketing system
- Fluent in English and German
- Excellent customer service and communication skills
- Basic understanding of IT infrastructure (hardware/software troubleshooting)
- Ability to prioritize tasks and assess urgency and complexity
- Experience with Microsoft Excel for data tracking/reporting
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