Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Bonn
- Working Model
- Onsite
Job Summary
In this role, you solve IT issues, manage tickets, support users with software and hardware, and maintain documentation while continuously optimizing the service desk.
Job Technologies
Your role in the team
- You are a central part of our IT Service Desk and the first point of contact for our users.
- With your experience in IT support, you ensure stable operations, high service quality, and satisfied GO!lleginnen.
- It's not just about solving individual tickets, but about sustainable solutions, clear communication, and the continuous development of our Service Desk.
- You are responsible for the structured acceptance, prioritization, and processing of incidents and service requests via phone, email, and ticket system.
- You independently analyze disruptions, resolve them within the 1st and 2nd level environments, or direct them specifically to the relevant specialist and expert teams.
- You assist our users with software and hardware issues, explain solutions clearly, and ensure a professional IT presence.
- You keep users transparently informed about the processing status and ensure a service-oriented, reliable communication.
- You create and maintain technical documentation, FAQs, and solution descriptions for recurring topics.
- You work SLA-oriented, identify bottlenecks or recurring disruptions, and provide suggestions for improvement.
- You work closely with other IT departments, including in projects, and support the optimization of processes and workflows in the Service Desk.
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Our expectations of you
Education
- Completed IT training (e.g., Fachinformatiker for System Integration) or a comparable qualification.
Qualifications
- In-depth knowledge of Windows client and server environments, Active Directory (users, groups, permissions), and Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint - operational).
- Strong communication skills and confident demeanor when interacting with users.
- Structured, solution-oriented working approach - even with increased ticket volume.
- Routine in working with ticket systems and service-oriented processes.
- Team spirit, sense of responsibility, and a professional service mindset.
- Passion for IT support as a profession.
Experience
- Several years of professional experience in IT Service Desk or IT Support, ideally in a medium-sized or complex IT environment based on ITIL.
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What we offer
- Permanent employment.
- Independent work with genuine scope for design in the IT Service Desk.
- A professional IT environment with streamlined processes and short decision-making paths.
- Opportunity to further develop the Service Desk professionally and to actively shape it.
- Flexible working hours with core hours between 9:00 and 14:00.
- Individual training and development opportunities - internal and external.
- Motivated team and regular employee events.
- Asset-building benefits and company pension scheme.
- Discounted employee conditions / corporate benefits.
- Workplace massage offer.
- Discounted bike leasing offers.
- Modern break rooms as well as free beverages.
- 30.5 vacation days per year.
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Benefits
Food & Drink
More net
Health, Fitness & Fun
Work-Life-Integration
Job Locations
This is your employer
GO! Express & Logistics (Deutschland) GmbH
GO! Express & Logistics (Deutschland) GmbH is the headquarters of the largest independent courier and express delivery network in Germany. 1,400 employees and 3,000 couriers at over 100 GO! stations across Europe ensure the timely delivery of the approximately 6.5 million shipments sent each year.
Description
- Founding year
- 1984
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Logistics, Transportation
IT Service Desk Specialist
- Location
- Bonn
- Working Model
- Onsite
- Diversity
- Open for all genders
