Incident Management and User Support Specialist | Mitarbeiter*in im Incident Management / Benutzerunterstützung (m/w/d)

Job Summary

The City of Herne is seeking an Incident Management and User Support Specialist to join the IT Service Team within the newly established Digitalization Department. This role is pivotal in ensuring smooth IT operations by providing comprehensive first-level support to municipal employees. Day-to-day tasks involve recording and qualifying incoming incidents and service requests, aiming for a high rate of first-call resolution, and managing escalation processes when necessary. Key technical duties include the creation and blocking of user accounts, as well as the assignment and removal of access rights within various directory services. Candidates must have a completed professional IT qualification, such as an IT Specialist or IT System Electronics Technician, coupled with practical experience in ITIL processes and foundational knowledge of modern IT applications (e.g., Windows 11, Office 2024, Server 2022). This permanent, full-time position offers job security, flexible working hours, opportunities for mobile work, and professional development, allowing the specialist to actively contribute to the city's digital strategy.