IT Service Desk (m/w/d)
Core
Central point of contact for employees regarding IT-related issues and inquiries via phone and email, handling 1st and 2nd-level support for internal software and hardware.
Role type
IT Service Desk Specialist (1st & 2nd Level Support)
Builds
IT support services for internal employees
Domain
IT Service Management / Enterprise IT Support
Deliverable
client delivery
Required skills
Incident Management, ServiceNow, Microsoft 365 ecosystem, Windows 11, Endpoint Management (Intune, SCCM), Identity and Access Management (Active Directory, Azure AD, MFA, SSO), Remote Working solutions (Citrix, Zscaler)
Preferred skills
Experience in call centers
Technologies
ServiceNow, Microsoft 365, Intune, SCCM, Active Directory, Azure AD, Citrix, Zscaler
Responsibilities
Receive, record, and manage inquiries via phone, self-service portal, and email; Perform 1st and 2nd-level support including error analysis and resolution for internal software and hardware; Analyze and resolve basic network problems; Escalate unresolved requests to the infrastructure team; Document all requests in the Service-Desk ticketing system ServiceNow; Ensure high service levels and adherence to service management principles.
Seniority
Mid-level (minimum 2 years experience)