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German Speaking Service Desk Agent - Entry Level (On-Call duty) at MP Solutions Ltd.. Evaluate requests received by the Service Desk through multiple channels (hotline, email, ticketing system) by following troubleshooting guidelines, established objectives, and service level agreements (SLAs), while complying with applicable policies and procedures.. Serve as the initial point of contact for IT users, delivering prompt first-level support and solutions to end users.. Receive, classify, and manage incidents and service requests, independently resolving simpler tickets.. Conduct password resets and activate or deactivate user accounts.. Address and resolve issues concerning email accounts.. Update and maintain the knowledge base to ensure its accuracy and relevance.. Process incidents and, when necessary, escalate them in writing to senior colleagues and the Functional Lead.. Execute basic application installations and assign user permissions.. Provide assistance to Service Desk Agent colleagues.. You take pleasure in assisting others with problem-solving, whether in the workplace, at school, or among family and friends.. You can maintain your composure and friendliness even when someone is feeling stressed or upset.. You have the ability to explain technology in straightforward terms, free from jargon.. You possess a sense of curiosity and are comfortable admitting, "I don’t know yet, but I’ll find the answer.". You have a basic level of comfort with computers, including Windows, browsers, and Office/M365 or equivalent software.. Proficient language skills in both German and English are essential.. You have a solid understanding of basic IT concepts and operations from the perspective of an end user.. Company Location: Hungary.