Job
In this role, you handle IT incidents and service requests in first-level support, assist users on-site and remotely, and optimize IT service processes according to ITIL to enhance efficiency.
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Your role in the team
- You receive IT incidents and service requests via the ticketing system and in person, log and prioritize them according to established criteria, and handle them in first-level support. You support employees both remotely and directly at their workstations.
- You ensure the operational readiness of IT workstations, including peripheral devices, to guarantee smooth and secure workflows in day-to-day administrative operations.
- You coordinate and carry out the setup and initial provisioning of IT workstations to ensure needs-based and efficient IT use, and advise users on technical issues to ensure a high level of user satisfaction.
- You plan and manage the life cycle of workplace systems—from selection and rollout through to decommissioning—to keep IT equipment up to date and manage it efficiently.
- You actively support the continuous optimization of IT service processes—particularly within the ITIL framework, for example in the areas of incident, change, and problem management—to sustainably improve service quality and efficiency in IT operations.
- You develop standardized solutions, checklists, and self-service offerings, and contribute to the ongoing development of IT documentation and the internal knowledge base to reduce resolution times and ensure the team’s knowledge is retained over the long term.
- You will contribute your professional expertise to projects aimed at improving workplace infrastructure, creating modern, high-performance, and future-ready work environments.
Our expectations of you
Education
- Applicants must have completed vocational training in IT (e.g., as an IT specialist in system integration (m/f/d)) and have several years of relevant professional experience, or hold a completed university degree in IT or business informatics. They must also have a confident command of German, both spoken and written (at least C1 level).
Qualifications
- In-depth knowledge of supporting Windows workstations, peripheral devices, Microsoft applications, and mobile devices.
- Solid understanding of ITIL processes, ideally with a certification (ITIL Foundation or higher).
- Excellent documentation skills and proficiency in using knowledge management systems.
- A high level of responsibility and initiative (hands-on mentality).
- Excellent communication skills and a professional demeanor.
- Service-oriented mindset with a focus on problem-solving.
- Ability to work in a structured manner, even under pressure.
- Teamwork skills combined with the willingness to actively shape processes.
Experience
- Experience with ITSM systems and structured ticket handling.
What we offer
- Excellent work-life balance through full-time and part-time employment, including in leadership positions.
- An attractive flextime model and flexible working hours.
- Option to work remotely.
- Under the TVöD, an annual special payment and performance bonus, as well as an attractive occupational pension scheme through the supplementary pension fund.
- Individual training, development, and qualification opportunities.
- A responsible and varied role in an appreciative and trusting work environment.
- A modern leadership culture.
- An advanced workplace health and reintegration management program.
- Capital-forming benefits.
- An employee benefits program.
Benefits
Work-Life-Integration
Job locations
About your employer
Wir sind die Kreisverwaltung für den Kreis Recklinghausen.
- Established Company
- Onsite, Hybrid
- Public Service, Unions
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