IT Service Desk Specialist

Summary

Join our dynamic and globally distributed Digital Product Engineering company as a First and 1.5 Level Support Specialist! You will be the first point of contact for internal and external customers, classifying and prioritizing requests, performing initial qualification of reports, and resolving tickets related to various technologies (SAP, M365 APPs, Citrix, etc.). You will also prepare and route tickets, track them according to ITIL standards, and contribute to process improvement and knowledge management. Fluency in German and English is essential, along with IT support experience and strong communication skills. We offer a remote-first work environment with flexible hours and attractive development opportunities.

Requirements

• Fluency in German and English (spoken and written)
• Experience in IT support, ideally at a Service Desk or in Application Management
• Strong customer orientation and excellent communication skills
• Ability to explain complex matters understandably
• Experience with SAP, Application Management Services, M365 APPs, Citrix, VPN, client software, catalog orders, password management, mapping network drives, remote assistance & connection, requesting tokens, various applications, software assignments, and support for Windows and Mac systems
• Ability to work independently and under pressure
• Team player with a commitment to continuous improvement

Responsibilities

• Classify and prioritize incoming requests from internal and external customers via phone, chat, email, and service portal
• Perform preliminary qualification of reports received by phone or monitoring system to understand issues and initiate resolution
• Handle and resolve tickets within the scope of First and 1.5 Level Support
• Prepare tickets for processing and route them to specialized teams as needed
• Track tickets according to ITIL standards, ensuring timely resolution and communication with stakeholders
• Contribute to process improvement and knowledge management
• Train new team members
• Act as a technical point of contact (SPOC)
• Work closely with project management on customer escalations

Benefits

• Remote-first company
• Modern offices in central locations with high-tech equipment
• MyN Employee Participation Program
• Attractive development opportunities
• Time flexibility
• Internal promotion opportunities
• Flexible remuneration