ICT Service Desk Specialist

Tasks

• The first point of contact for customers and employees regarding issues, questions, and requests for changes
• Receiving, analyzing, and processing support requests and service issues via phone, email, and the ticketing system
• Contributing to the further development and standardization of service management processes
• Ensuring high-quality ticket handling in accordance with ITIL principles
• Maintaining and improving the knowledge base, manuals, and operational documentation
• Support for service reporting, ticket quality, and SLA compliance

Requirements

• Completed IT training or several years of professional experience in an IT service desk or ICT support role
• Solid knowledge of ITIL (ITIL certification is a plus)
• Experience with ServiceNow or a modern ITSM tool
• Understanding of IT service management processes such as incident, request, problem, and change management
• A structured and independent work style, as well as a strong focus on customers and service
• Proficiency in Windows client environments, standard software, and hardware
• Very good German and good English skills
• Flexibility in working hours to cover business hours (7:30 a.m.–6:00 p.m.)

We offer

• An exciting and forward-looking environment with a variety of tasks in a professional setting, supported by motivated and helpful teams
• Attractive employment terms, including flexible working hours and the option to work from home
• Ideal place to work in the immediate vicinity of Schlieren train station