IT Service Desk Agent

Several of the systems we look after are now used by German teams at our clients, and their first-level questions arrive while Chicago is still asleep. The IT Service Desk Agent answers those questions in their time zone: password resets, access requests, forms that will not submit. Full-time, working from home in Germany. Our Chicago colleagues start their day in your afternoon.

Your Tasks

1) Answer tickets and calls from users at our clients' German sites;
2) Reset passwords, unlock accounts and set up access to applications;
3) Solve common form and approval problems using our runbooks;
4) Escalate harder problems to the application team with a clear description;
5) Keep runbooks and knowledge articles up to date.

Experience

• IT training such as Fachinformatiker, a degree or comparable experience
• First experience in a service desk or IT support (internships count too).
• A ticketing system such as Jira Service Management, ServiceNow or OTRS
• ITIL Foundation (bonus)
• Experience with Microsoft 365 and Active Directory (bonus).

what you get

• Permanent full-time contract, worked from home anywhere in Germany
• Flexible hours
• 30 days of leave a year on top of public holidays
• A company pension that ResolveOps pays into
• Money each year for training and certifications
• Laptop and home office equipment from us

ResolveOps is an operations and technology consulting firm based in Chicago. We work on request forms, approval routes, application connections and reports, and every change is scoped in writing before it starts.
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