Specialist Service Desk 2nd Level Endpoint Management (w/m/d)
Core
2nd Level Service Desk specialist managing incidents and requests for over 50,000 mobile devices in the Berlin education sector.
Role type
2nd Level Service Desk Specialist (Endpoint Management)
Builds
Incident resolution, service request fulfillment, and standard change implementation for mobile endpoints.
Domain
IT Service Management / Endpoint Management / Education Sector
Deliverable
client delivery
Required skills
Incident and Request management, Windows 10/11 troubleshooting, Ticketing systems (OTRS, Jira, ServiceNow), Communication, Documentation, Standard Change implementation, Azure AD, MS Intune
Responsibilities
Classify, prioritize, and document incidents and service requests; Analyze and resolve Windows 10/11 client issues; Maintain communication with customers via phone, ticket, or email; Collaborate with system administrators and document solutions in the Knowledge Base; Support test management for new software products; Implement standard changes in Azure AD and MS Intune.