IT Service Desk and Service Coordinator (SPOC) | IT- Service Desk / Service Coordinator (SPOC) (m/w/d)
Bitfabrik GmbH & Co. KG
Job Summary
As an IT Service Desk and Service Coordinator, you will serve as the Single Point of Contact (SPOC) for international clients, acting as a vital bridge between customers and technical teams. Your daily responsibilities include receiving, structuring, and prioritizing customer inquiries, while providing professional communication to technical contacts regarding incidents, changes, and maintenance. You will be responsible for coordinating maintenance windows, managing escalations to meet SLA requirements, and monitoring system alarms. This role is unique because it requires a balance of high-level coordination and technical understanding; while you won't solve every issue yourself, you must possess the technical literacy to steer processes effectively. The position offers a stable, full-time environment within the aviation and MRO industry, featuring flat hierarchies and a transition to flexible home-office work after an initial six-month on-site onboarding period in Frankfurt.
Required Skills
Education
Completed degree in Computer Science, formal IT vocational training, or a comparable qualification.
Experience
- Professional experience working with Ticket Systems such as OTRS or ServiceNow
- Experience in monitoring tools for alarm identification and classification
- Practical experience in Change and Incident management workflows
- Experience in the analysis and troubleshooting of network-related problems
- Proven background in technical customer communication and expectation management
Languages
Additional
- The role requires a 6-month initial on-site presence in Frankfurt am Main for onboarding before flexible home-office options become available. Must be able to work 40 hours per week.