Service Desk Agent (m/k)

We are looking for Service Desk Agent who will be responsible for providing remote technical support, troubleshoot basic IT issues, and manage service tickets efficiently.

This is what your typical everyday life looks like:

• Receive and log incoming service requests via phone, email, or self-service portal.
• Perform initial diagnosis and resolve common technical issues (L1 scope).
• Reset passwords and manage basic user access rights.
• Classify and escalate tickets to 2nd or 3rd line support teams as necessary.
• Document known issues and solutions in the knowledge base.
• Monitor ticket queues and ensure service levels (SLAs) are met.
• Communicate with users to provide updates and resolution statuses.

Skills you need for the role:

• Familiarity with ITIL processes.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience using ticketing systems (e.g., JIRA SD).
• Ability to work remotely with end-users (e.g., using remote desktop tools).
• Minimum 1 year of experience in a similar support role
• Experience in corporate or SSC/BPO environments is a plus.
• Proficiency in German and English min. B2 (C1 is a plus).

Ready for your next career move?

We look forward to receiving your application!

Interested in this position but don’t meet every requirement? We’d still love to hear from you – please send us your cover letter and resume!

Your recruiting contact:

Marcin Wszolek | SMA Magnetics Sp. z o.o.

#SMA Magnetics Sp. z o.o.

∗ SMA is committed to equal opportunity and diversity – regardless of gender, age, origin, religion, disability, or sexual orientation.