Service Desk Specialist (f/m)

Nasze wymagania: Minimum 2 years of relevant help desk experience Completed apprenticeship as IT specialist or equivalent qualification Solid knowledge of: Windows operating systems, Standard software and IT hardware, Basic networking (TCP/IP, VPN, client/server) Strong communication, teamwork, problem-solving, and customer orientation Good English German language skills (B2) CV in English Mile widziane: More than 2 years of experience in a global Service Desk environment Advanced knowledge in: Windows OS, standard software, IT hardware, and networking ITIL Foundation certification Fluent English and German language proficiency (C1) Intercultural collaboration experience Zakres obowiązków: Act as the Single Point of Contact (SPOC) for global IT users Manage support channels including phone, email, and specialized hotlines (e.g., Security, VIP) Create, qualify, and prioritize support tickets; escalate or assign to 2nd/3rd level support as needed Provide first-level support using knowledge base templates and entries Monitor ticket progress and keep users informed Contribute to the creation and maintenance of knowledge base articles Deliver specialized support through focused teams on key topics Take on additional tasks based on qualifications and interests Contributing to the continuous development and improvement of the Service Desk team