IT Service Desk Agent | IT-Service-Desk Agent (m/w/d)

Job Summary

As an IT Service Desk Agent at AKTRA Media, you will serve as the primary point of contact for technical user support, focusing on first-level IT assistance for public and private sector clients in the Fulda region. Your daily responsibilities include the structured acceptance, processing, and prioritization of support requests, utilizing a ticket system to provide qualified initial solutions based on established processes and a knowledge database. Senior agents in this role are expected to handle the escalation of complex issues, coordinate with internal specialist departments, and actively contribute to the maintenance and development of the internal knowledge base. This position is ideal for service-oriented professionals who enjoy structured problem-solving and technical customer interaction. The role offers a collaborative environment with structured onboarding, flexible working models (full-time or part-time), and potential home office options depending on the specific project assignment.