IT Service Specialist Digital Workplace (w/m/d)
Core
IT Service Specialist responsible for analyzing and resolving complex incidents, service requests, and escalations in the Digital Workplace environment, while improving ITSM processes and documentation.
Role type
Senior IT Service Specialist (Digital Workplace)
Builds
Improved ITSM processes, documentation, and service delivery for United Internet's Digital Workplace services.
Domain
IT Service Management (ITSM) / Digital Workplace
Required skills
Complex incident analysis, ITSM process improvement, KPI analysis, stakeholder coordination, documentation management, Microsoft 365 ecosystem management
Preferred skills
Matrix42 Service Portal experience, Endpoint/Asset/Lifecycle management, ITIL certification
Technologies
Matrix42 Service Portal, Microsoft Intune, Microsoft 365, Power Automate, Microsoft 365 Copilot
Responsibilities
Analyze and resolve complex incidents, service requests, and escalations; Improve ITSM processes and documentation; Evaluate and recommend action options for management; Collaborate with internal teams and external service providers; Analyze KPIs to drive service improvements; Maintain and share knowledge within the team.
Seniority
Senior, hands-on IC