1st Level IT Service Desk Specialist – German Speaking

Employment Type: Full-time | Permanent Contract

Experience: 1–3 years

Languages: Fluent German (C1) and English (B2)

About the Opportunity

Location: Barcelona

Employment Type: Full-time | Permanent Contract

Experience: 1–3 years

Salary: €30,000–€35,000 gross/year + variable compensation

Languages: Fluent German (C1) and English (B2)

We are looking for a proactive and customer-oriented 1st Level IT Service Desk Specialist with fluent German to join a well-established international company.

This is a permanent position offering long-term stability, professional development, and the opportunity to grow within an international IT organisation.

You will be responsible for providing first-line IT support to employees, managing technical incidents and service requests, and ensuring the smooth operation of the company's IT equipment and business applications.

The ideal candidate combines hands-on IT support experience, excellent communication skills, and a genuine passion for helping users solve technical problems.

Key ResponsibilitiesIT Service Desk & User Support

• Act as the first point of contact for employees requiring IT support, particularly German-speaking users.
• Provide 1st Level support for hardware, software, operating systems, and enterprise applications.
• Diagnose and resolve common technical issues related to computers, laptops, printers, peripherals, and workplace IT equipment.
• Assist users with login issues, password resets, account access, connectivity problems, and basic software troubleshooting.
• Support employees with Microsoft 365, Windows environments, and standard workplace IT tools.
• Provide basic functional support for business applications such as Salesforce Sales Cloud, Service Cloud, and other enterprise systems.
• Escalate more complex technical issues to 2nd Level Support or specialised IT teams.

Ticket Management & Incident Resolution

• Receive, register, classify, prioritise, and manage IT support tickets through an ITSM platform, preferably ServiceNow.
• Monitor ticket queues and ensure incidents and service requests are handled within agreed service-level agreements (SLAs).
• Take ownership of assigned tickets, following them through to resolution or appropriate escalation.
• Document incidents, troubleshooting actions, solutions, and user communications.
• Keep users informed about ticket status and expected next steps.
• Coordinate with internal IT departments and external service providers when required.
• Identify recurring problems and contribute to improving support processes.

IT Equipment & Asset Management

• Support the installation, configuration, preparation, and maintenance of company IT equipment.
• Assist with the deployment and replacement of laptops, desktops, monitors, printers, and other IT peripherals.
• Manage the allocation, collection, and tracking of IT equipment assigned to employees.
• Maintain accurate records of IT assets, equipment inventories, and hardware assignments.
• Support IT onboarding and offboarding processes, including preparing equipment and coordinating user access requests.
• Assist with hardware-related incidents, equipment replacements, and coordination with suppliers or technical service providers.
• Ensure IT equipment is properly documented and managed according to internal company procedures.

Continuous Improvement & Collaboration

• Maintain and update IT support documentation, troubleshooting guides, and knowledge-base articles.
• Identify opportunities to improve user experience and IT service delivery.
• Collaborate with international IT colleagues and business departments.
• Contribute to the standardisation of IT support procedures and service quality.

Required Qualifications

• 1–3 years of experience in IT Service Desk, Helpdesk, Desktop Support, or a similar IT support position.
• Fluent German (minimum C1), both spoken and written.
• Good professional English (minimum B2).
• Practical experience troubleshooting hardware, software, and common end-user IT issues.
• Experience managing IT support tickets using ServiceNow, Jira Service Management, or similar platforms.
• Good knowledge of Windows operating systems, Microsoft 365, and standard workplace IT applications.
• Familiarity with the installation, configuration, and maintenance of laptops, desktops, and peripherals.
• Basic understanding of IT asset management and equipment inventory processes.
• Ability to prioritise tasks, manage multiple incidents, and follow structured support procedures.
• Strong interpersonal skills, customer orientation, and a proactive problem-solving attitude.
• IT-related voc