INTREAL

IT Service Desk Agent, IT Support

INTREAL

full-time

Posted on:

Location Type: Hybrid

Location: Hamburg • Germany

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
1st-level supportfault analysisdocumentationhardware configurationsoftware managementticketing systemsMicrosoft operating systemsmobile hardwaredesktop hardwarestandard software
Soft Skills
customer orientationcommunication skillsteam spiritinitiativestructured workingresponsibilityproblem-solvingcollaborationadaptabilityprofessional demeanor
Certifications
ITIL certification