German Service Desk Agent

About the role

The Service Desk Agent German is a full‑time hybrid position based in Tirana. You will be the first point of contact for German‑speaking users, handling inquiries and incidents through phone, email and a ticketing system.

Key responsibilities

• Log, categorize and track user requests, troubleshooting basic technical issues.
• Escalate complex problems to higher‑level support and follow up to ensure resolution and user satisfaction.
• Document solutions, maintain accurate records and contribute to knowledge‑base and process improvements.
• Collaborate closely with IT and operations teams to deliver courteous and timely service.

Required profile

• Strong German language skills (minimum B2) and good English for internal communication.
• Customer‑service mindset with active listening, clear explanations and professional empathy.
• Basic technical proficiency with Windows, Microsoft Office and common business software; quick learner of new systems.
• Experience with ticketing or service‑desk tools, attention to detail and accurate documentation.
• Ability to work hybrid in Tirana, manage time effectively and handle multiple inquiries in a fast‑paced environment.
• Prior help‑desk, call‑center or IT‑support experience is an advantage; familiarity with ITIL is a plus.

Required skills

• Windows operating system
• Microsoft Office applications
• Ticketing / service‑desk tools