Processing tickets & orders in the relevant service support systems. - Taking ownership of incidents or escalations, including follow up & partner liaison. - Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support. - Liaising with both external & internal partners within the support ecosystem (OPAs, Service Managers, Account Managers, etc.) - Complying with pre-agreed SLAs - proactively chasing partners (by email or phone) to ensure that SLAs are met. - Providing Level 1 support & first-time resolution whenever possible, plus Level 2 support & resolution if possible. - Supporting Incident Management, Knowledge Management, Quality Management & Problem Management processes. - Creating and maintaining FAQ database (and related support & Knowledge Management collateral) and contact lists. - Taking ownership for the resolution of an issue (order, ticket) through its lifecycle. - Contribute actively to service improvement initiatives (to support & improve the service desk operation) - Authorizes sender/caller against Authorized List DB with Validation Procedures. - Direct and Report unauthorized communications to corresponding Authorized Contacts. - Submit requests for adding/removing/updating authorized contacts to correct internal teams. - Any other foreign language (especially Spanish, French, Italian or Hungarian) will be a major advantage. Team Player, ability to work in an international and virtual team environment A strong desire to pursue industry accreditation as part of a continued drive training and development Ability to perform in dynamic, high-growth & high-uncertainty environments Experience of working in a customer-facing support function (preferably IT) MS Office applications. Business level German and English- written and spoken #VOIS #BeUnrivalled #Createthefuture