IT Support & Process Specialist (m/w/d)
Core
Handling IT incidents and service requests via 1st and 2nd-level support, managing tickets, and administering user access rights.
Role type
IT Support Specialist (1st/2nd Level)
Builds
IT service delivery and process improvement
Domain
IT Operations / Service Desk
Deliverable
dashboards & analysis
Required skills
Ticketing systems (OTRS, ServiceNow, Jira), IT support (1st/2nd level), user access administration, process documentation, analytical thinking, structured work approach
Preferred skills
ITIL knowledge, English (basic)
Responsibilities
Troubleshoot and resolve IT incidents and service requests, log and prioritize tickets, escalate complex cases, ensure ticket quality and categorization, generate service reports, manage user permissions and access rights
Seniority
Mid-level, hands-on IC