IT Specialist delivering technical support and troubleshooting for employees in a hospitality environment. Collaborating with the IT team on new technology rollouts and system upgrades.
About the role
- IT Service Desk Agent providing 1st-Level-Support in Hamburg for IT-related customer inquiries. Assisting and analyzing issues while collaborating with internal teams and external partners.
Responsibilities
- 1st-level support with direct customer contact: You are the first point of contact for our users and assist with questions and incidents related to our IT service portfolio.
- Analysis & documentation: You analyze fault situations, document them clearly in the ticketing system, and assess appropriate solution options.
- Qualified escalation: You classify requests and escalate them purposefully to 2nd-/3rd-level teams so that cases are resolved quickly and correctly.
- Hardware & software services: You support configuration, rollout and management of laptops, mobile devices, printers and our software portfolio.
- On-site field service: You handle assignments at our Hamburg headquarters and take hands-on responsibility for on-site IT.
- Collaboration with service providers: You manage and coordinate day-to-day matters with external partners.
- Contributing to projects: You take part in cross-departmental, exciting IT projects and bring your own ideas to the table.
Requirements
- Completed vocational training in IT (e.g., Fachinformatiker) or a comparable qualification
- Experience in a qualified service desk / 1st-level support
- Strong service- and customer-orientation as well as a professional demeanor
- Strong communication skills and team spirit — even under pressure
- Initiative and a structured, responsible way of working
- Confident handling of current Microsoft operating systems, mobile and desktop hardware, and modern standard software
- Experience working with ticketing systems (documentation, prioritization, SLA-oriented approach)
- Good written and spoken German
- ITIL certification is desirable (or willingness to obtain one)
Benefits
- Flexible working hours through a trust-based working time model
- Option to work from home or remotely, plus 30 days of vacation
- Discounted Deutschlandticket and bicycle leasing through JobRad
- Financial stability through secure, established business models and a company pension plan
- Structured onboarding, dedicated points of contact, feedback meetings, and individual development via our internal learning platform "Campus" and external training opportunities
- Open and helpful team, company-wide networking through company and team events, and several corporate sports groups
- Discounted access to numerous gyms, swimming pools and other sports providers nationwide via EGYM Wellpass
- Employee discounts at various online shops, plus free organic fruit and cold and hot beverages
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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