Service Desk Specialist (f/m)

• Minimum 2 years of relevant help desk experience
• Completed apprenticeship as IT specialist or equivalent qualification
• Solid knowledge of: Windows operating systems, Standard software and IT hardware, Basic networking (TCP/IP, VPN, client/server)
• Strong communication, teamwork, problem-solving, and customer orientation
• Good English
• German language skills (B2)
• CV in English

Nice to have:

• More than 2 years of experience in a global Service Desk environment
• Advanced knowledge in: Windows OS, standard software, IT hardware, and networking
• ITIL Foundation certification
• Fluent English and German language proficiency (C1)
• Intercultural collaboration experience

• Act as the Single Point of Contact (SPOC) for global IT users
• Manage support channels including phone, email, and specialized hotlines (e.g., Security, VIP)
• Create, qualify, and prioritize support tickets; escalate or assign to 2nd/3rd level support as needed
• Provide first-level support using knowledge base templates and entries
• Monitor ticket progress and keep users informed
• Contribute to the creation and maintenance of knowledge base articles
• Deliver specialized support through focused teams on key topics
• Take on additional tasks based on qualifications and interests
• Contributing to the continuous development and improvement of the Service Desk team