IT Service Desk (m/w/d)
Core
Central point of contact for employees regarding IT-related issues and requests via phone and email.
Role type
IT Service Desk Analyst (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
None stated
Technologies
ServiceNow, Microsoft 365, Intune, SCCM, Active Directory, Azure AD, Citrix, Zscaler
Responsibilities
Receive, record, and manage requests via phone, self-service portal, and email; Perform 1st and 2nd level support for internal software and hardware; Analyze and resolve basic network problems; Escalate unresolved requests to the infrastructure team; Document all requests in the ServiceNow ticketing system; Monitor ticket status and communicate timely with users.
Seniority
Mid-level (minimum 2 years experience)