• Monitor application support queues in ServiceNow throughout the assigned shift • Triage incoming tickets: assess priority, classify issue type, initiate SLA clock • Resolve documented issues independently using knowledge base articles • Provide user guidance: login/auth issues, access requests, navigation, reporting, workarounds • Escalate undocumented or complex issues to L2 with full reproduction context (steps, environment, logs) • Ensure P3/P4 response SLA timestamps are captured within contractual windows • Participate in P1/P2 incident calls as documentation and communication support • Maintain and update KB articles based on recurring issue patterns • Log all actions in ServiceNow: work notes, resolution notes, customer-facing comments

• Monitor application support queues in ServiceNow throughout the assigned shift • Triage incoming tickets: assess priority, classify issue type, initiate SLA clock • Resolve documented issues independently using knowledge base articles • Provide user guidance: login/auth issues, access requests, navigation, reporting, workarounds • Escalate undocumented or complex issues to L2 with full reproduction context (steps, environment, logs) • Ensure P3/P4 response SLA timestamps are captured within contractual windows • Participate in P1/P2 incident calls as documentation and communication support • Maintain and update KB articles based on recurring issue patterns • Log all actions in ServiceNow: work notes, resolution notes, customer-facing comments

• Respond to technical support queries via email, chat, and ticketing systems in a timely manner • Diagnose and resolve software, hardware, and connectivity issues for end users • Escalate complex technical issues to senior team members or relevant departments • Document support interactions and maintain accurate records in the helpdesk system • Guide users through step-by-step solutions clearly and patiently • Identify recurring issues and suggest improvements to reduce ticket volume • Assist with onboarding new users and providing basic product training • Follow up on open tickets to ensure issues are fully resolved to client satisfaction

• Erarbeiten von Einzelfallösungen, die nicht im 1st Level gelöst werden können • Hilfestellung für Servicemitarbeitende bei der Fehlersuche an Vestas Windenergieanlagen • Einleiten von Maßnahmen zur Störbehebung • Verantwortlich für Kundenanfragen • Weiterentwicklung von Prozessen, wie technische Arbeitsanweisungen, Wartungsprotokolle • Optimierung von Mängelerfassungsbögen für Angebots- und Auftragserstellung