Service Desk Specialist with German

The IT Service Desk Specialist will provide first and second line technical support. The successful 
candidate will require an aptitude for working with applications/systems to undertake analysis, 
diagnosis and resolution of Incidents, Service Requests, which may range from straightforward 
to more complicated technical issues. There is also a range of administration duties within this 
role.

Main Responsibilities: 
• Act as a single point of contact for phone calls, tickets from staff regarding IT issues and queries 
• 1st and 2nd line support - troubleshooting of IT related Incidents from in-house software to 
hardware, such as Laptops, PCs and Printers, mobile phones
• Resolve incidents based on 2nd/3rd line of support (including vendors) coordination 
• Handling of end user service requests from reception until closure 
• Escalate unresolved calls to the relevant Resolver Group 
• Take ownership of user Incidents and follow up the status of Incidents on behalf of the user 
and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service 
management principles 
• Provide stats for the weekly Service Desk report on call trends 
• Publishing support documentation to assist staff with requests for information 
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Experience with Microsoft Exchange Server management 
• To arrange for external technical support where Incidents cannot be resolved in house •
Maintaining an Asset Database and track changes 
• Support the Problem Management process by providing input for problem tickets, based on 
occurred incidents. 
• Supports the Configuration Management process by updating CMDB based on incidents. 
• Support the Change Management process by controlling final execution of all Planned Changes 
to minimize service disruption 
• Report on relevant KPI’s in relationship to the agreed levels. 

Requirements: 
• Excellent communication skills 
• Incident Management experience – Managing incidents including business expectations and 
communication

• Basic User & Security Group Active Directory administration 
• Strong knowledge of Microsoft based operating systems and applications 
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer 
service

• Analytical thinking and task performing 
• Excellent organisational skills
• Experience with IT/CT/ICT operations and maintenance support is a plus
• Experience with ITIL service management or other standard IT practices are considered a plus 
• Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites. 
•Active Directory and SharePoint knowledge are considered a plus. 
Language: Fluent German is required: C1 level preferred