IT-ServiceDesk Agent (m/f)

Key Responsibilities: IT Support and Troubleshooting - Support Channels: Provide support for IT issues via phone, email, and self-service platforms - Error Analysis: Perform in-depth error analysis and troubleshooting in both German (C1) and English (C1) to ensure swift resolution of technical issues Knowledge Base and Documentation - Knowledge Base Expansion: Expand and update the internal knowledge base Documentation: Create detailed application documentation in German and English for activities performed in the ticket system Continuous Learning - Technical Updates: Stay updated with the latest technical developments through ongoing training

Required Skills and Qualifications: Educational Background - Qualification: Completed apprenticeship as an IT Specialist I or a similar qualification with relevant focus Technical Expertise - Operating Systems: Proficient in Windows operating systems and MS Office and Teams support - Tools and Hardware: Extensive experience with log file analysis, debugging tools, and hardware installation is crucial for effective problem-solving and system maintenance - Additional Knowledge: Profound knowledge of M365 and Intune is essential, as these tools are integral to our IT infrastructure and client management. Basic knowledge of Active Directory (AD), DNS, DHCP, SCCM, iOS, Client Hardware, and Cloud technologies Professional Experience - Application Support: Solid experience in IT application support and service desk operations, ideally following ITIL practices Analytical and Problem-Solving Skills - Analysis: Strong analytical skills with a solution-oriented approach - Prioritization: Ability to assess and prioritize issues effectively Communication and Service Orientation - Communication: Excellent communication skills in an international support environment - Service Mindset: Service- and quality-oriented mindset