Handling Phones, Chats, and web tickets within agreed KPIs, and logging all necessary information from these contacts.
Diligently addressing user issues, queries, and requests.
Assigning the tickets to the appropriate resolving teams.
Monitoring incidents and requests assigned to the Service Desk to make sure all issues and requests are solved in a timely and effective manner.
Identifying recurring and related incidents to find correlations for possible indicators of bigger problems.
Following and actively contributing towards the Service Desk Knowledge base required for providing accurate solutions to various problems and requests.
Confirming if the solution proposed helped resolve the issue reported by the user.

I have first internship or professional full-time experience in that area.
Basic IT and technical knowledge including troubleshooting skills
I am able to use my strong communication skills to ensure effective communication also providing explanations clearly and precisely
Working co-operatively with others to achieve team goals.
Time/task management, attention to detail, willingness to learn.
Analytical problem solving.
Fluent command of English language

Self-starter – I don’t wait for others to get started. My self-driven attitude is my natural energy booster
People person – I enjoy a diverse portfolio of people around me, and excel in communicating effectively while maintaining close relationships
Curious – When I engage with something new, I am eager to quickly understand and structure it clearly, both for my own personal understanding and for the people around me
Inventor – I am excited about the opportunity to break new ground by generating creative ideas and bringing them into action in a fast-changing environment
Brave – No matter how complex the situation is, my strength to experiment with different solutions and to learn continuously from the feedback
Travel Enthusiast – I love to take a huge part in making the travel experience of Lufthansa Group’s customers as smooth as possible

flying around the world with friends and family in Lufthansa Group Airlines.

from my team lead and peers, incl. mentoring and an individual development plan.

in case I have to move for me and my family, incl. support in visa and official matters.

mobile office and flexible working hours.

in the greatest team, with a start-up spirit, integrated into the largest European airline group to revolutionize travel.

attractive benefits from a partner network with >15 partners for discounts, memberships and much more.

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