As an IT Service Desk Specialist at BiGDUG, you will play a critical role in ensuring efficient and effective IT service delivery to our organisation. You’ll be responsible for handling requests, resolving issues, and maintaining a high level of customer satisfaction. Your expertise in IT services, problem-solving, and communication will contribute to the smooth operation of our workplace technology.

Responsibilities

• Accept, categorize and prioritize requests (Impact / Urgency) for the "Workplace"
• Narrow down the error pattern
• Check monitoring (IT services) for anomalies
• Perform problem analysis
• Resolve request (for known problems)
• Forward request to 2nd level (for new problems)
• Comment on requests and document solutions (e.g. within a knowledge database)
• Inform customers regularly about status
• Install and deliver workplace devices (laptops, mobile devices, etc.)

Skills and Qualifications:

• 3+ Year Experience in L1 IT Support with hands on mentality (Windows environment)
• Experienced in supporting a M365 user environment
• Know How in handling mobile devices (Handheld devices, e.g. Android Warehouse Scanners, iPhones, iPads)
• Experience in practicing Incident-/Request-/Problem management according to ITIL and using an ITSM tool
• Preferred but not mandatory:
• Experienced in supporting IT in a warehouse environment
• Experienced in supporting also MacOS Devices

Additional Expectations:

• Escalate tickets when necessary and propose solutions for automation and process improvements.
• Identify pain points from a service perspective and advocate for optimization.
• Collaborate with 2nd level departments for integration.
• Facilitate knowledge exchange between 1st and 2nd level support teams.
• Collaborate effectively across all groups/departments within the organization.
• Support Structure:
• Leverage automation practices supported by ITSM tools like ServiceNow.
• Ensure adequate staffing of the ServiceDesk team.
• Maintain up-to-date support documentation for each IT service.

If you’re passionate about IT service excellence and enjoy solving complex challenges, we encourage you to apply!

What we can offer you:

We want you to love working here, so as well as an amazing role with the opportunity to grow with the business, we are offering flexible/hybrid working, a highly competitive salary, with the potential to earn a great bonus plus a 4.5 % contributory (salary sacrifice) pension scheme and 23 days’ holiday (plus bank holidays and your Birthday). You can organize your working hours individually and flexibly, and we also offer up to four weeks of workation. As part of the Haniel Group, you have access to a cross-company network and individual training (training courses, seminars, lectures, etc.). A further training budget is available to you. Death in service of 4 x your salary. Shopping discounts through Salary Extras. Free eye tests for VDU users. Access to private GP 24/7 and Employee Assistance Programme.