• Fluency with German
• Serve as the first point of contact for end-users seeking technical assistance.
• Perform remote troubleshooting through diagnostic programs.
• Determine the best solution for a faster resolution of the end-users issue.
• Educate and guide the end-user through problem-solving.
• Provide information on IT products or services based on end-user queries.
• Record all issues and their resolution in the IT ticketing tool.
• Follow-up and update end-user on status and information of the issue reported.
• Identify and suggest improvements on current processes followed.