IT Service Desk Specialist 80-100% (m/f/d)

You know professional customer support from your own experience and enjoy competent and reliable customer support. You will be the first point of contact for technical issues. You will resolve as many cases as possible independently, coordinate 2nd level support if necessary, and are responsible for the ticket until it is resolved. At the same time, you will help us further professionalize our support and ITIL-oriented processes. Important: This position is for people with practical experience in IT support, Service Desk or Application Support. It is not intended for starting an IT career.

This is your task: You are the central point of contact for technical issues from our customers and employees. You analyze, prioritize, and process incidents and service requests. You independently resolve as many requests as possible within the scope of 1st level support. You become familiar with our systems and customer solutions in detail and continuously expand your technical knowledge. You perform qualified triage of more complex cases to 2nd level support. You are responsible for your tickets and ensure reliable communication with the customer. You document solutions and develop our knowledge base. You actively participate in the creation and further development of our service management processes. What you should have: Completed vocational training in IT, e.g., as an IT specialist EFZ in application development or platform development, or a comparable qualification. Practical experience in IT Service Desk, IT Support, Application Support, or a comparable customer-oriented IT function. Good knowledge of ITIL principles and ideally practical experience in incident and service request management. Experience with ticket tracking or IT service management systems. Good technical understanding and the ability to quickly learn new applications and systems. A structured and analytical approach to work. Enjoy direct customer contact and a strong sense of responsibility. Very good knowledge of German and good knowledge of English. What we offer: You won't find a classic call center support role here. You will get to know our solutions and customer environments in detail, take on responsibility, and actively help shape our support. In addition, we offer you: diverse tasks with direct customer contact great autonomy and freedom of action opportunities for professional training and development a professional and collegial environment flexible working hours and location a balanced mix of office and home office