Service Desk Specialist

Quick Facts

• Role: Service Desk Specialist (1st- & 2nd-level IT support)

• Focus: Ticket handling, incident and service request management, user access rights, service reporting

Description

Provide 1st- and 2nd-level support for IT incidents and service requests, managing and documenting tickets in a ticketing system. Prioritize, categorize, and route requests according to the service catalog and internal guidelines, escalating complex cases according to SLA. Contribute to service reporting and continuous optimization of service processes, including maintaining user permissions and access rights.

Responsibilities

• Handle IT disruptions and service inquiries in 1st- and 2nd-level support

• Capture, prioritize, and document incoming tickets

• Process requests per service catalog and internal rules; forward complex cases to specialists or escalate per SLA

• Ensure ticket quality (completeness, traceability, correct categorization)

• Create service reports and actively support service process optimization

• Maintain user permissions and support access rights administration

Requirements

• Completed training in IT (Fachinformatik) for system integration or equivalent

• Experience in IT support, ideally 1st- and 2nd-level

• Confident use of ticketing systems (OTRS, ServiceNow, or Jira)

• Analytical thinking and structured working style

• Strong communication skills and service orientation

• ITIL knowledge (advantage)

• Good German (written and spoken) and basic English knowledge

Benefits

• Secure job, fair compensation, and international, collaborative environment

• 35-hour workweek with flexible working hours and flextime

• Bike leasing and company fitness; Corporate Benefits

• Company pension plan and health insurance

• Subsidized midday meals (bistro)