Professional Help Desk Specialist | Professional Help Desk Mitarbeiter *in, ID-Nr. 521101 1314

Job Summary

This role involves serving as the primary point of contact for team members and external customers regarding IT tickets and their processing status. Day-to-day responsibilities include handling and resolving 1st-level support inquiries and disruptions, ensuring rapid and customer-focused case resolution, and managing external communication during severe outages, including necessary escalations. A key focus is maintaining the quality and completeness of tickets in the queues, monitoring SLA compliance, and tracking and reporting ITSM Key Performance Indicators (KPIs) to optimize support processes. The ideal candidate possesses prior experience in IT support, particularly 1st-level, proficiency with ticketing systems and ITSM standards, and a strong analytical, service-oriented approach. This position is attractive as it offers a professional environment within an inclusive company, Pfennigparade SIGMETA GmbH, focusing on high-quality service delivery and process optimization.