INTREAL

IT Service Desk Agent – IT Support, Help Desk

INTREAL

full-time

Posted on:

Location Type: Hybrid

Location: Hamburg • Germany

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Job Level

Junior

About the role

  • 1st-level support with direct customer contact: assisting with questions and incidents across our IT service portfolio
  • Analysis & documentation: analyze and document fault situations and assess appropriate solutions
  • Qualified escalation: classify requests and escalate appropriately to 2nd-/3rd-level teams
  • Hardware & software services: support configuration, rollout and management of laptops, mobile devices, printers, and our software portfolio
  • On-site field service: assignments at our Hamburg headquarters to provide IT support
  • Collaboration with service providers: manage and coordinate issues with external partners in day-to-day operations
  • Contribute to projects: participate in cross-functional IT projects and contribute your own ideas

Requirements

  • Completed vocational IT training (e.g., IT specialist) or an equivalent qualification
  • Experience in a qualified service desk / 1st-level support
  • Strong service and customer orientation and a professional demeanor
  • Strong communication skills and team spirit — even under pressure
  • Initiative and a structured, responsible working style
  • Confident handling of current Microsoft operating systems, mobile and desktop hardware, and modern standard software
  • Experience working with ticketing systems (documentation, prioritization, SLA-oriented procedures)
  • Good written and spoken German
  • ITIL certification is desirable (or willingness to obtain it)
Benefits
  • Work-life balance: flexible working hours through trust-based working time, option for home office or mobile work, and 30 days of vacation
  • Location & facilities: central downtown location and modern office facilities
  • Mobility: discounted Deutschlandticket and bike leasing via JobRad
  • Security: economic stability through reliable, proven business models and company pension plan
  • Onboarding & training opportunities: structured onboarding, dedicated contacts, feedback meetings, individual training via our internal learning platform "Campus" and external seminars
  • Team spirit: open and helpful team, company-wide networking through e.g. company and team events, as well as several corporate sports groups
  • Extensive sports offering: discounted access to many gyms, swimming pools and other sports providers nationwide via EGYM Wellpass
  • Additional perks: 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 supportsoftware supportconfiguration managementmobile device managementticketing systemsSLA-oriented proceduresMicrosoft operating systems
Soft Skills
customer orientationcommunication skillsteam spiritinitiativestructured working styleresponsible working style
Certifications
ITIL certification