Service Desk Employee / IT Support Specialist | Service Desk Mitarbeiter / IT-Support (m/w/d)

Job Summary

This role is perfect for a service-oriented IT professional ready to jump into 1st-Level Support within a busy Service Desk environment in Jülich. Day-to-day responsibilities include managing the IT hotline, taking ownership of incoming Service Requests and Incidents, performing initial analysis and resolution, and escalating more complex issues to specialized teams. A key part of the job involves meticulous documentation of all processes using a ticket system. To succeed, you must have a completed IT education, strong proficiency in MS Windows 10/11 and MS Office 2021/365, and fundamental knowledge of macOS, Linux, and networking concepts. Experience with standard IT Service Management frameworks like ITIL or ISO 20000 is highly valued. The position offers structured onboarding, a 39-hour work week with regulated hours, and the potential for a hybrid work model (2–3 days home office) after the initial training period.