IT Specialist / Service Desk Support Staff | Fachinformatiker (m/w/d)

Job Summary

This role involves joining a market leader in municipal IT solutions, focusing on providing first-level support to internal employees. The Service Desk Support Staff member acts as the initial point of contact for all IT inquiries, handling support via phone, email, ticketing tools, and onsite assistance. Key responsibilities include independently resolving minor IT issues, analyzing and classifying complex requests for escalation, and ensuring compliance with Incident, Problem, and Service Request Management processes. A core part of the job is continuous process improvement, including the creation and analysis of relevant KPIs, building and maintaining a Knowledge Database, and supporting the integration of new applications. Candidates should possess a completed IT qualification (such as an IT Specialist in System Integration) and several years of experience in Service Desk Support, coupled with strong German communication skills and a solution-oriented, structured approach to work.