IT Service Desk Employee

About the role

We are looking for an IT Service Desk Employee to ensure seamless IT service delivery across our organization. You will manage user requests, diagnose technical issues, and coordinate the resolution of incidents and system events.

Key responsibilities

• Receive, analyze, and process IT service requests, incidents, and security‑related issues.
• Develop optimization proposals and implement derived measures.
• Collaborate with internal and external partners to clarify incidents and service disruptions.
• Identify and analyse interference and threats through monitoring tools.
• Assist with authorization assignments/deletions, ensuring role‑specific access (IAM, 4‑eye principle).
• Document technical and process changes according to predefined guidelines.
• Advise users and IT staff on functional problems and security breaches.
• Instruct first‑level support teams on complex inquiries and solution‑database usage.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Previous experience in IT support, technical services or a call‑center environment is a strong advantage.
• Good understanding of hardware, networking, operating systems and related infrastructure.
• Knowledge of ITIL principles and IT Service Management (ITSM) practices is highly desirable.
• Fluent written and spoken English; German proficiency is a significant advantage.

Required skills

• Hardware
• Networking
• Operating Systems
• ITIL
• IT Service Management (ITSM)
• Identity & Access Management
• Monitoring
• Security Incident Management

What we offer

• Continuous learning and development with structured onboarding and specialized training.
• International and collaborative environment with multicultural teams.
• Career growth opportunities across Infrastructure, Networking, Cybersecurity, IAM, Application Support and IT Operations.