View job here

The Position

Are you an IT enthusiast who likes to work in a dynamic and innovative environment? Would you like to be part of a highly motivated team that is always striving to solve technical problems with passion? Then we are looking for you!

As an IT Service Desk Employee (m/f/d), you will be responsible for providing competent assistance to employees on all aspects of IT issues.

Start Date: May 2025
Contract: Full-time
Country: Croatia
Location Type: Remote, from the comfort of your own home
Languages: German C1 / English C1
Application Deadline: 31.03.2025
Application Documents: CV and Cover Letter

Your responsibilities

  • Acts as the initial point of contact for phone calls, ticketing and emails from internal staff and client regarding IT issues and request
  • Receiving, logging and managing calls from client staff via telephone, ticket and email
  • Troubleshooting of IT related problems of software, hardware Laptops, PCs and Printers
  • Provide accurate Incident resolution and Service Request management, within established
  • Service Level Agreement (SLA) and Operating Level Agreement (OLA) periods, meeting or exceeding user’s requirements and expectations.
  • Effectively manage Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL principles.
  • Troubleshoot basic network issues and first level technical issues.
  • Take ownership of user problems, High Severity Issues/Outages and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Liaise with internal support teams and external service providers as required to resolve
  • Incidents and complete Service Requests, to ensure compliance with SLA’s and OLA’s
  • Escalate unresolved request/incident to the infrastructure support team and back-end team
  • Windows AD / network collaboration
  • Management of access management across domains / organizational systems and reconciliation
  • Communicate progress and follow up in a timely manner to the Operations and responsible support groups
  • Requesting RCA/RFO from the responsible support group
  • VPN basic access management and support
  • Updating Role Matrix Tracker and access management tracker on time
  • Sending Daily reports on open tickets and End of Day Report
  • Publishing support documentation to assist staff with requests for information & provide staff training if required

Technical Skill Requirements

  • An ITIL qualification is preferable but not required. MCP certification would be desirable
  • Minimum of 2 years of experience in a technical support environment or similar role
  • Proven problem solving and troubleshooting skills, facilitating the efficient and effective identification of problems and application of appropriate solutions.
  • Experience in Windows and Apple Operating System and basic AD / GPO management.
  • Incident Management experience – Managing incidents including business expectations and communication
  • Diagnostic and analytical skills for software and general application knowledge
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of various OS and software such as Windows 10, MS Office Suite (Word, Outlook, Teams, Excel, PowerPoint, Visio, Access & Project)
  • Sound knowledge of Microsoft Office products and experience with using and troubleshooting
  • Basic to intermediate computer abilities with the understanding of terminology and functionality.
  • Basic Experience with VOIP applications and working experience, Cisco IPCC, CM, AVAYA or ASPECT
  • Experience with network monitoring tools like Solar winds. Experience with Service Now ticketing system or similar

Soft Skill Requirements

  • Excellent and effective communication and presentation skills - written, verbal and telephone manner
  • Excellent Communication in English and German (depending on the client requirement)
  • Excellent organizational skills
  • Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
  • Ability to multitask
  • Sense of urgency; maintain a positive attitude

What we offer

  • Remuneration based on experience and performance
  • Permanent employment
  • Professional and personal development at an international world market leader
  • International colleagues in a pleasant working atmosphere
  • Communication on a first-name basis from intern to CEO
  • Flexible working hours
  • A workplace in the home office - 100%
  • The reconciliation of work, family and leisure time (work-life balance)
  • Fit Pass

Welcome to Teleperformance

World market leader in digital business process outsourcing. With 500,000 employees worldwide, we provide unparalleled customer service and satisfied end customers in over 170 markets. 
For our well-known clients from all industries, we answer customer inquiries in more than 300 languages.

Your Recruiting Team
TP Croatia

Teleperformance actively promotes equality among employees in many ways. Women will be given preference in the event of equal suitability, competence and professional performance, unless reasons relating to the person of a competitor predominate. 
The same applies in particular to applications from severely disabled persons and people with equivalent status. We therefore emphatically welcome all applications regardless of disability, cultural and social background, age, religion, ideology or sexual identity.