YOUR AREA OF RESPONSIBILITY

Your core business: IT support

• 1st and 2nd level support for users in the Microsoft 365 environment and classic on-premises systems (e.g., Windows clients, local printers, networks)
• First point of contact for our employees with IT questions and issues – on-site, by phone or remotely
• Processing and documenting support requests in the ticketing system
• Setup, configuration and maintenance of devices, user accounts and permissions – in the cloud and locally
• Support with employee onboarding and offboarding (devices, access, training).
• Close collaboration with the IT team on malfunctions, migrations and projects.

Your area of ​​responsibility: Building ITSM

• Contributing to the implementation of an IT service management framework based on Jira Service Management – ​​from process mapping to workflows, SLAs and
• Automations up to the creation of a self-service portal and a knowledge base
• Support in defining ITIL-oriented service processes (Incident, Request, Change)
• Creation of reports and dashboards to measure service quality
• Training and onboarding of colleagues into new ITSM processes and tools