Service Desk Administrator

NinjaOne, LLC; Berlin; Hybrid; EUR 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Lunch covered 3x/week at office

Access to Corporate Benefits Platform

Renowned training platform

Zusammenfassung

NinjaOne is seeking a seasoned Service Desk Administrator in Berlin to join our IT department. You will manage ticket prioritization, triage, and knowledge base creation, while acting as a SME for more complex issues and mentoring junior staff.

You will collaborate with SMEs, drive automation, and help expand self-service options. Fluent English and German are required to communicate with a global workforce and leadership.

Qualifikationen

• Time management and organizational skills.
• Polished verbal and written communication skills.
• Fluent in English and German.
• Experience representing IT to VIPs and business leadership.
• Knowledgeable about continual improvement methods.
• Experience driving change within a team or organization.
• Certified in core IT areas relevant to NinjaOne or equivalent experience (MDM, Okta, FreshService, Lean).

Aufgaben

• Prioritize tickets by type, users affected, and impact.
• Triage and route tickets to ensure timely resolution at correct support tier.
• Create and maintain internal docs for standard IT services.
• Handle complex tickets and coach junior staff as SME.
• Build automations for complex workflows to reduce defects.
• Develop self-service options and knowledge base for end-users.
• Oversee IT service catalog and supported services.
• Lead internal continual improvement efforts and mentor teammates.
• Represent IT in stakeholder meetings and cadence.
• Perform other duties as needed.

Kenntnisse

Time management

Communication skills

Bilingual English/German

VIP stakeholder experience

Continual improvement

Change management

Tools

MDM

Okta

FreshService

Lean

Ninja IT solutions

Jobbeschreibung

About the Role

We are seeking a seasoned Service Desk Administrator for our growing IT department. This intermediate-level role is part of the frontlines of our team's delivery of prompt and precise IT services to NinjaOne's increasing workforce.

Leverage your knowledge of Ninja IT processes and policies involving computer hardware, software, cloud platforms, security, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce.

In this role you will serve as a knowledge resource for more junior team members, as well as directly handle more complex issues. This role interacts closely with our SMEs and resolver groups, acting as a backup SME for one or more services or processes.

Location

Berlin, Germany

What You'll Be Doing

• Prioritize tickets based on ticket type, number of users affected, and business impact
• Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support
• Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions
• Handle more complex tickets, and serve as a SME or coach for more junior team members working similar complex issues
• Build/maintain automations for complex workflows to reduce/avoid defects and waste
• Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledge base
• Oversee/maintain IT request catalog and underpinning list of IT-supported services
• Lead internal continual improvement efforts and mentor junior team members in this practice
• Represent IT in stakeholder cadences such as weekly meetings / sync calls
• Other duties as needed

About You

• Time management/ organizational skills
• Polished verbal and written communication skills
• Fluent in English and German
• Experienced with representing IT to VIPs and business leadership
• Knowledgeable practitioner of continual improvement methods
• Experienced with helping to drive change throughout a team or organization
• Certified in one or more core areas relevant to NinjaOne IT and/or equivalent work experience with (MDM, Okta, FreshService, Lean, Ninja, for example)

About Us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

What You'll Love

• Grow personally and professionally with one of the fastest growing companies
• Enjoy your lunch covered by NinjaOne 3 times/week at the office
• Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
• Develop your skills through our renowned training platform
• Receive competitive compensation
• Collaborate with a curious, kind, international and intercultural workforce
• Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz(close to all transit)

Additional Information

This position is NOTeligible for Visa sponsorship.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.