Service Desk Agent – Aviation ERP Support

About the role

We are looking for a proactive and service‑minded Service Desk Agent to support customers using our specialized MRO ERP system for the aviation industry. You will be the first point of contact, handling daily questions, investigating issues, coordinating solutions, and keeping customers informed.

Key responsibilities

• Handle customer questions, incidents, and requests via Jira Service Desk and other communication channels.
• Investigate and reproduce reported issues to understand the root cause.
• Resolve requests independently where possible and escalate complex issues to Product or Development teams.
• Track tickets from initial report through to resolution and keep customers updated.
• Support user accounts, access rights, permissions, and basic system configuration.
• Test new features, improvements, and bug fixes.
• Document issues clearly and contribute to the knowledge base.
• Identify recurring problems and suggest product or process improvements.

Required profile

• Experience in Service Desk, Helpdesk, IT/Application Support, or a similar role is an advantage.
• Strong communication and customer service skills.
• Analytical mindset and good problem‑solving skills.
• Curiosity to understand why something happened, not simply forward the issue.
• Interest in software, ERP systems, and aviation.
• Good written and spoken English.
• Ability to manage multiple requests and priorities.
• Willingness to learn and gradually become a product expert.

Required skills

• Jira
• Xray
• Postman
• APIs
• Browser Developer Tools
• Software testing

What we offer

• Work directly with customers, Product, Development, and Implementation teams while gaining hands‑on experience with a complex aviation ERP system.
• Exclusive experience in the aviation business industry.
• Flexible working hours to promote work‑life balance.
• Additional private health and accident insurance.
• Discount system with partnering companies.
• Access to internal training and courses.
• Supportive team that cheers for your success.
• Competitive salary range from 1800 to 2500 EUR brutto, final offer based on experience.