IT Service & Support Mitarbeiter (m/w/d)
Core
Ensuring smooth IT support for internal customers via phone, ticketing, and incident/problem/change management.
Role type
IT Service Desk / IT Operations Specialist
Builds
IT support services, device provisioning, and service catalog documentation for internal clients.
Domain
IT Service Management (ITSM) / Internal IT Support
Required skills
ITIL knowledge, incident management, problem management, change management, SLA monitoring, hardware/software procurement, license management, knowledge base maintenance, client communication, project support
Preferred skills
ITIL certification, IT project experience
Technologies
IT ticketing systems, ITIL framework, hardware/software procurement tools
Responsibilities
Answering and prioritizing service requests via phone and ticketing system, analyzing and resolving hardware/software faults, organizing client and mobile device setup, maintaining the knowledge base, managing ITIL processes (Incident, Problem, Change), monitoring SLAs, preparing service review meetings, developing and documenting the service catalog, acting as central contact between internal clients, external vendors, and IT, participating in IT projects, procuring and managing hardware, software, licenses, and certificates