IT Service Desk Specialist (m/w/d)

Salary: 44.000 - 47.000 € per year

Requirements:

Technical Training: Completed IT training (e.g., IT Specialist for System Integration) or a comparable qualification.

Experience in IT Support: Several years of professional experience in an IT service desk or IT support role, ideally in a medium-sized or complex IT environment based on ITIL.

In-depth knowledge:

- Windows client and server environments

- Active Directory (users, groups, permissions)

- Microsoft 365 (EXO, Teams, OD, SP - operational)

Strong communication skills: Excellent communication abilities and a confident demeanor when interacting with users.

Service orientation: A structured, solution-oriented approach to work—even during periods of high ticket volume.

Initiative: Experience working with ticket systems and service-oriented processes.

Team spirit: Team spirit, a sense of responsibility, and a professional service mindset.

Passion: We are looking for someone who is fully committed to the IT Service Desk—with a genuine passion for IT support as a profession.

Responsibilities:

Qualified Ticket Handling: You will handle the structured intake, prioritization, and resolution of incidents and service requests via phone, email, and the ticket system.

Independent problem analysis: You will independently analyze issues, resolve them at the 1st and 2nd levels, or escalate them to the appropriate subject matter and specialist teams.

User Support & Enablement: You will support our users with software and hardware issues, explain solutions clearly, and ensure a professional IT presence.

Communication & Service Quality: You will keep users transparently informed about the status of their requests and ensure service-oriented, reliable communication.

Documentation & Knowledge Management: You create and maintain technical documentation, FAQs, and solution descriptions for recurring issues.

SLA and Quality Awareness: You work in accordance with SLAs, identify bottlenecks or recurring issues, and propose improvements.

Collaboration within the IT Team: You will work closely with other IT departments, including on projects, and assist in optimizing processes and workflows at the service desk.

Technologies:

Active Directory

Hardware

Support

ITIL

Microsoft 365

Network

Security

Windows

Office 365

REST

More:

At GO! Express & Logistics Deutschland GmbH, located in Bonns Nordstadt district, we are the headquarters of the largest independent express and courier network in Europe. Our team of over 40 IT professionals works diligently to maintain stable and efficient IT systems in our nationally successful parcel logistics company. We offer a permanent, full-time position that promises job security and a collaborative work environment with opportunities for professional development, flexible working hours, and various employee benefits. We prioritize open communication, creativity, and a service-oriented approach that values mutual support. Join us for a fulfilling career in IT support!

last updated 36 week of 2026