• Monitor, prioritize, and assign tickets in ServiceNow based on urgency and SLA
• Serve as the primary point of contact for clients and internal staff
• Maintain detailed logs and documentation for all requests
• Escalate critical issues promptly to the appropriate IT team or manager
• Identify process improvement opportunities
• Schedule and coordinate user appointments for IT asset refresh and meeting rooms

Required Skills & Experience:

• 2–5 years of experience in IT support or service desk roles
• Strong experience with ServiceNow ticketing system
• Fluent in English and German
• Excellent customer service and communication skills
• Basic understanding of IT infrastructure (hardware/software troubleshooting)
• Ability to prioritize tasks and assess urgency and complexity
• Experience with Microsoft Excel for data tracking/reporting