Job
- Level
- Experienced
- Location
- Cologne
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 60.000 € gross/year
Job Summary
In this role, you handle IT incidents and service requests as the central point of contact, focusing on analyzing and resolving issues with hardware and software.
Job Technologies
Your role in the team
- Acceptance, recording, and processing of IT disruptions as well as service requests as the central point of contact (m/f/d) (Single Point of Contact) for users.
- Classification, prioritization, and independent handling of incoming incidents and service requests, taking into account defined service levels and process guidelines.
- Analysis and resolution of hardware and software issues, as well as providing qualified first-level support solutions.
- Support for users with questions regarding Windows 11, Microsoft 365, Microsoft Teams, and other standard applications.
- Documentation of all service processes as well as maintenance and updating of tickets in the IT service management system ServiceNow.
- Utilization of existing knowledge bases, work instructions, and standard processes for efficient handling of recurring support requests.
- Support in the setup, configuration, and maintenance of IT workstations and end devices such as notebooks, desktop PCs, monitors, docking stations, thin clients, printers, and mobile devices.
- Conducting initial fault analyses in the areas of network, peripheral devices, and workstation hardware, as well as forwarding complex disturbances to the responsible specialist departments.
- Participation in rollouts, IMAC services (Install, Move, Add, Change), as well as other IT service and project tasks.
- Ensuring a service-oriented user support as well as compliance with applicable quality, security, and data protection regulations in daily IT operations.
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Our expectations of you
Education
- Completed vocational training in the IT sector, for example as an IT specialist (m/f/d) for system integration, IT systems electronics technician (m/f/d), IT management clerk, or a comparable qualification.
Qualifications
- Proficient handling of common end-user hardware such as notebooks, desktop PCs, monitors, docking stations, thin clients, printers, and mobile devices.
- Good knowledge of current Microsoft operating systems as well as experience with Microsoft 365, Microsoft Office, and Microsoft Teams.
- Knowledge in structured fault analysis and troubleshooting in the field of hardware and software, as well as a basic understanding of network and peripheral components.
- Strong service and customer orientation, as well as a friendly and professional demeanor when interacting with users.
- Independent, structured, and responsible work approach as well as a high level of reliability and team spirit.
- Good German language skills in speaking and writing (at least level B2) as well as basic English skills.
- Willingness to comply with applicable security, data protection, and compliance requirements, as well as to conduct a background check in accordance with the client's specifications.
Experience
- Alternatively, several years of practical professional experience in IT service, Service Desk, IT support, Help Desk, or user support.
- Experience in handling incidents and service requests as well as working with IT service management systems, ideally ServiceNow.
- Experience in the application of knowledge bases, standard processes, and technical documentation in IT support is advantageous.
- Ideally, knowledge in the area of IMAC services (Install, Move, Add, Change) as well as initial experience in rollout or migration projects.
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What we offer
- Attractive compensation based on Equal Pay from the very first day of deployment, with a monthly gross salary of approximately €60,000 per year.
- Regular working hours within a 38-hour workweek during service hours from Monday to Friday between 07:00 and 18:00.
- Flexible working hours with flextime and the possibility of remote work within the framework of company policies.
- Modernly equipped IT workstation in an innovative and future-oriented corporate environment.
- Individual training and development opportunities, such as seminars, e-learning courses, and professional qualifications.
- Up to 30 vacation days per year as well as vacation entitlement during the probationary period.
- Vacation and Christmas bonuses as additional collective bargaining special payments.
- Personal support by dedicated contacts as well as comprehensive consulting throughout the entire assignment.
- Attractive employee referral bonus.
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Benefits
Higher Take-Home Pay
Work-Life-Integration
Health, Fitness & Fun
Job Locations
More about the Recruiting Agency
Herrmann Personaldienste GmbH
As one of the leading personnel service providers in Germany, Herrmann Personaldienste GmbH has been supporting both companies and job seekers in finding the right employees since 1993.
Description
- Company Type
- Recruiting Agency
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Recruitment Agency
IT Support Helpdesk
- Salary
- from 60.000 € gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.from 37.561 € net/year · Tax class I
- Location
- Cologne
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
