IT Service Desk & Service Management System Engineer

Quick Facts

• Role: IT Service Desk & Service Management System Engineer

Description

You will handle IT incidents and service requests in 1st- and 2nd-level support, ensuring sustainable solutions. The role includes documenting issues and solutions in an ITSM system and Knowledge Base, coordinating complex requests with internal specialists and external service providers, and driving targeted escalation. You will also support IT infrastructure operations and rollouts (network, servers, virtualization) and maintain the lifecycle of clients and end devices.

Responsibilities

• Process IT incidents and service requests (1st/2nd level) and drive durable resolutions

• Support employees through multiple support channels and ensure smooth IT operations

• Maintain structured documentation for tickets, troubleshooting steps, and technical information in the ITSM system and Knowledge Base

• Coordinate with internal expert teams and external providers for complex requirements and ensure targeted escalation

• Support operation and further development of the IT infrastructure with a focus on networking, server, and virtualization technologies

• Participate in infrastructure and rollout projects from preparation to successful technical go-live

• Manage the full lifecycle of clients and end devices in the user environment

• Support media technology, printing, and video conferencing solutions

• Identify optimization opportunities and contribute ideas to improve IT services

• Create and maintain technical documentation, user guides, and training materials

Requirements

• Completed training as IT specialist for system integration (or comparable qualification) and experience in application support, IT service management, or IT infrastructure operations

• Solid knowledge of Microsoft Windows, Microsoft 365, Active Directory, and modern client/workplace technologies

• Flexibility to move quickly between technical areas and changing needs

• Analytical and structured approach to troubleshooting and error diagnosis

• Strong service orientation and ability to support users solution-focused

• Communication skills to explain complex technical topics clearly

• Team spirit, initiative, and motivation to actively develop processes and services

• Good English skills (spoken and written)

• Good German skills (at least B2) for documentation and effective team communication

Benefits

• Secure job in the pharma industry

• Individual training opportunities

• Above-average compensation

• Up to 40% mobile work

• 30 vacation days

• Flexible flex-time models

• Family-friendly benefits

• Modern offices

• Comprehensive health and preventive care offers