ICT Service Desk Specialist (a) 80 - 100 %

Join our dynamic IT team as the first contact for users' needs. Enjoy a supportive work environment with opportunities for growth.

Tasks

• Act as the first point of contact for user issues and requests.
• Analyze and resolve inquiries independently, including remote support.
• Document complex cases and forward them to the relevant departments., * you are the first point of contact for fault reports, questions and change requests from system users and record them in a structured manner in the ticketing system
• you independently analyze and process requests and faults, answer application questions and resolve a large part of the cases independently, also by means of remote analysis
• you document more complex concerns and forward them to the responsible specialist departments
• you monitor requests, problems and incidents until the final solution and maintain fault statistics
• you proactively inform system users about faults and reports
• you take responsibility in IT asset management as well as tasks in license management

• You have several years of practical experience in ICT Service Desk.
• Strong IT user and system knowledge, especially in Microsoft 365.
• Experience with IT asset and software license management., * you have several years of practical experience in the ICT Service Desk
• you have very good IT user and system knowledge and work confidently in the Microsoft 365 environment
• you have experience in IT asset and software license management
• you work confidently with ticketing systems and follow up requests properly
• you have ITIL process knowledge; an ITIL certification is an advantage
• you recognize connections, set priorities and act as a central interface in IT operations
• you can express yourself in German both orally and in writing