IT Service Desk Agent

Several 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 them in their time zone: password resets, access requests, forms that won't submit. Full-time, from home anywhere in Germany. Chicago starts its day in your afternoon.

Five things you'll do

• Take tickets and calls from users at our clients' German sites
• Reset passwords, clear locked accounts, set up application access
• Solve the common form and approval problems from our runbooks
• Escalate the hard ones to the application team, clearly described
• Keep runbooks and knowledge articles current

Three things we need

• IT training such as Fachinformatiker, a degree or comparable experience
• First service desk or IT support experience (internships count)
• Jira Service Management, ServiceNow, OTRS or similar

Also helps: ITIL Foundation; Microsoft 365 and Active Directory.

The terms

• Permanent full-time contract, from home anywhere in Germany
• Flexible hours
• 30 days of leave plus public holidays
• A company pension ResolveOps pays into
• A yearly training and certification budget
• Laptop and home office equipment

ResolveOps is an operations and technology consultancy in Chicago. We fix the request forms, approval routes, application connections and reports a business runs on; every assignment is agreed in writing first and ends with operating instructions the client's team can follow.