Key User Service Desk

Hace 2 semanas

Región de Murcia, España q.beyond ibérica Jornada completa

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BRINGING FORCES TOGETHER. REALIZING DIGITALIZATION. 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
* 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
* 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
* 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.
* Awareness of security requirements, access control principles, and incident handling procedures. #J-18808-Ljbffr

Key User Service Desk

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