Key User Service Desk

BRINGING FORCES TOGETHER. REALIZING DIGITALIZATION.

A continuación se detalla todo lo que necesita saber sobre lo que implica esta oportunidad, así como lo que se espera de los solicitantes.

Work with us - a leading provider in Cloud, SAP, Microsoft, and software development - and shape future-proof IT solutions for our corporate clients.

Digitize the German midmarket with us as a Key User Service Desk.

Your Tasks

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• Act as the central contact point for technical key users regarding server, platform, workplace, and infrastructure-related services.
  
• Receive, classify, prioritize, and document incidents, service requests, changes, additions, and reductions in the ITSM tool.
  
• Perform structured first analysis, validate information, and request missing details where required.
  
• Resolve standard and recurring technical issues independently within the defined scope.
  
• Route complex incidents and requests to the appropriate 2nd- or 3rd-level resolver teams.
  
• Monitor ticket progress, update ticket documentation, and ensure transparent communication throughout the ticket lifecycle.
  
• Support escalation handling for urgent incidents and priority cases.
  
• Create, maintain, and improve knowledge articles, solution descriptions, and technical documentation.
  
• Contribute to process improvements, service quality initiatives, and customer satisfaction activities.
  

What We Offer

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• Continue your journey: Expand your professional horizons and explore exciting internal development opportunities and a wide range of training programs.
  
• Experience the difference: Receive respect and appreciation from your colleagues and take advantage of the diverse offerings of our diversity management.
  
• Look into the future: Work with the latest technologies and the constant innovations.
  
• Find the balance: Benefit from our mix of trust-based working hours and flexible work location (including home office) for a great work-life integration.
  
• Feel well taken care of: We provide you a company healthcare program.
  
• Unplug and relax: 30 days of vacation.
  

What You Bring With You

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• Good knowledge of Microsoft Windows client and server operating systems, including Windows 10/11 and Windows Server environments.
  
• Solid understanding of Active Directory, group policies, user and group administration, and permission analysis.
  
• Basic to good knowledge of Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint, and related access or synchronization topics.
  
• Initial experience with Azure Active Directory, identity management, and multi-factor authentication processes.
  
• Understanding of network fundamentals such as DNS, DHCP, VPN, proxies, network drives, and basic connectivity troubleshooting.
  
• Familiarity with ITSM tools for ticket documentation, classification, prioritization, and lifecycle management.
  
• Experience with remote support tools and diagnostic methods, including log analysis and structured error investigation.
  
• Basic scripting skills, preferably with Windows PowerShell or batch scripting, are beneficial. xghoner
  
• Awareness of security requirements, access control principles, and incident handling procedures.
  

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