IT Service Desk Specialist (f/m/d)

at  BMG RIGHTS MANAGEMENT GmbH Corporate

Founded in 2008, BMG has become the fourth-largest music publisher worldwide. Our success and competitive edge are rooted in our founding values of fairness, transparency, and service. Our mission is clear: to empower artists and songwriters to maximize the potential of their songs and recordings in the digital era.
We are looking for a passionate Service Desk Specialist (f/m/d) to join our IT function based in our Berlin headquarter office. You are a thorough, highly flexible, unreserved team player, and a communicator, keen to be part of the world’s fastest-growing music company, BMG. You have a passion for the music industry as a whole and are also able to dive into details as and when required.
As a Service Desk Specialist, operating within our global Service Delivery team, you will be responsible for helping to ensure that our services are fully available, fit for use and purpose, and ultimately ensuring that we are providing excellent support and delivering a great experience for our users.
In this position, a passion for customer support is key. You will be working with many different IT teams, external vendors, business units, and stakeholders. As such, communication skills and great emotional intelligence are key to success.

YOUR SKILLSET

• You have successfully completed a professional education or equivalent in an IT-related field
• You have an ITIL V3/4 Foundation certificate or experience working within ITIL based frameworks
• You are a team player with a focus on a customer-oriented mindset and approach to work
• You enjoy working independently
• You already have IT Service Desk or operations experience
• Ideally, you have working knowledge in TCP/IP networking and routing, end user desktop support/setup
• Your communication skills are very good, including creation of user documentation and technical documentation
• Fluent English and German language skills are essential

• Ensure all office IT related Incidents, Problems, and Services Requests are resolved
• Resolve support issues on PC/Mac and iDevices, including desktop applications
• Contribute to Problem Management via the identification of root causes, workarounds, and additional incident information
• Ensure the office IT infrastructure is proactively monitored and maintained
• Contribute to Knowledge Management via the creation and maintenance of Support/HowTo articles for your teammates and customers
• Ensure all IT assets (Hardware & Software) are tracked and kept up to date via our CMDB
• Support customers remotely as well as in person
• Ensure all tickets assigned are worked on, updated and resolved
• Working with field engineers to visit customers/employees if the problem is more serious