User Help Desk Employee

Project overview

We are looking for an experienced employee for our User Help Desk team at the Potsdam location. In this role, you will be the first point of contact for IT concerns and incident reports from our users.

Your tasks include receiving and initially processing IT incidents and service requests by phone. You will record, classify, and document incidents and service requests in the ticketing system and forward them to specialized support units if necessary. You will analyze incident reports, process user requests, and actively communicate processing statuses and solutions. Furthermore, you will monitor tickets until final resolution and support the 24/7 shift operation.

For this position, you should have completed IT vocational training (ideally as an IT specialist for system integration) or a comparable qualification. You have several years of professional experience in telephone user support, IT service desk, or help desk. Sound knowledge in 1st-level support and in processing incidents and service requests is required. You are proficient with Microsoft Office applications and Windows 11 and have experience with ticketing systems and IT Service Management processes (ITSM).

Strong service and customer orientation, as well as professional handling of demanding situations, are important. You are willing to work in shifts, including early, late, and night shifts. Good German language skills, both written and spoken, are required. Experience in the public sector is an advantage.

The position is to be filled on-site in Potsdam.

Project details

• Start: flexible
• Remote: remote
• Location: Potsdam, DE
• Languages: German