Provide competent support for IT incidents and questions from employees of Fressnapf.
Hardware and software troubleshooting.
Receive, prioritize and handle incoming incidents and service requests (by phone or via ticketing system).
Perform initial analyses, resolve issues and escalate to 2nd Level support when necessary.
Experience working with ticketing systems (e.g., ServiceNow, Jira, Helix, Omnitracker).

Basic knowledge of the Windows operating system, Office environment and mobile devices
Good German language skills, both written and spoken; advanced English skills
Customer
and service-oriented demeanor, even with challenging issues
Strong documentation and communication skills (in ticketing, by phone and in writing)
Ability to work in a structured way and to independently prioritize requests
Experience in telephone support

Home office allowance up to €40 (depending on presence)
IT equipment provided
28 days' vacation (based on a 5-day workweek) — your recovery matters to us!
Digital time tracking — no minute of work time is lost
Exclusive shopping benefits with over 500 partner companies
Supplemental dental insurance and company pension plan via our partner AXA
Workplace computer glasses in cooperation with Fielmann
Pleasant atmosphere — first-name basis across all levels, from interns to the managing director

1st Level Global Help Desk

Key skills