Service Desk Employee (Part-Time/Full-Time) | Service Desk Mitarbeiter*in (m/w/d) 50-100%

Job Summary

This role is ideal for an ambitious IT professional who thrives on solving problems and providing exceptional customer service. As the Single Point of Contact (SPOC) for internal and external customers, you will manage First-Level Support, handling all IT-related inquiries via email and phone. Day-to-day tasks involve rigorous incident management, analyzing and resolving issues during the initial contact whenever possible, and escalating complex cases to 2nd/3rd-Level support with thorough pre-qualification. You will also execute service requests, such as managing user access, permissions, certificate renewals, and domain registrations. A key part of the job is acting as the communication hub, translating technical jargon for users, and maintaining meticulous documentation in the ticketing system and knowledge base (Confluence). Furthermore, you will engage in proactive support, monitoring systems and alarms to prevent disruptions, ensuring high customer satisfaction and adherence to Service Level Agreements (SLAs).