IT Service Desk Specialist (m/w/d) 1st & 2nd Level Support

Overview

We are collaborating with an internationally operating company located in Munich to directly recruit a dedicated IT Service Desk Specialist. This role serves as the primary point of contact for users facing technical issues, ensuring seamless support with the IT team.

Key Responsibilities

• Receiving and handling technical support requests via phone and email across 1st and 2nd level support tiers.
• Logging and maintaining detailed records of inquiries in the ticket management system.
• Diagnosing and resolving hardware and software problems effectively.
• Managing and monitoring IT systems and network infrastructure operations.
• Installing, configuring, and maintaining hardware and software remotely.
• Providing remote assistance to service technicians during on-site hardware installations.
• Performing thorough analysis of issues and developing appropriate solutions.
• Prioritizing, monitoring, and escalating tickets as per service level agreements (SLAs).
• Documenting all troubleshooting activities until resolution is achieved.
• Utilizing diagnostic tools, knowledge databases, and software updates to resolve faults.
• Conducting follow-ups to ensure lasting solutions and maximize customer satisfaction.

Candidate Profile

• Experience in IT technical support roles, particularly in helpdesk or service desk environments covering 1st and/or 2nd level support.
• Solid knowledge of hardware, software, and preferably network administration.
• Proficiency in using ticketing systems and capability to work in a well-structured manner.
• Strong customer service orientation and excellent communication skills.
• Analytical mindset with solution-focused approach.
• Enjoys teamwork and collaboration with external service providers.
• Willingness to work in shifts including occasional weekends.
• High eagerness to learn and interest in emerging technologies.
• Excellent organizational skills with an ability to work independently.
• Preferably familiar with current IT and software trends.

Employee Benefits

• Friendly, open team environment featuring flat hierarchies and swift decision-making processes, promoting a positive workplace culture.
• Comprehensive and personalized onboarding with regular team meetings.
• Benefits including capital-forming payments or company pension schemes.
• Flexible working hours supporting work-life balance.
• Complimentary beverages such as tea, coffee, and water.
• Convenient parking facilities and excellent transport connections.

Additional Information

The employer looks forward to explaining these exclusive advantages in a confidential and concise personal phone conversation. Please submit your application documents to be contacted by a professional recruitment specialist.