Key User Service Desk

q.beyond ibérica; Sevilla; On-site; EUR 21,000 - 26,000; Full time

Benefits offered by this job

Company healthcare program

Training programs

Home office option

30 days vacation

Job summary

q.beyond ibérica is seeking a Key User Service Desk professional to act as the central contact for technical key users, handling incidents and service requests across server, platform, and infrastructure services. You will document, classify, and prioritize tickets in the ITSM tool and resolve standard issues within scope.

Join a team that collaborates across Windows environments, Active Directory, and Microsoft 365, and interfaces with 2nd- and 3rd-level resolver groups.

Qualifications

• Experience with Windows client and server operating systems, incl. Windows 10/11 and Windows Server environments.
• Solid understanding of Active Directory, group policies, user and group administration, and permission analysis.
• Familiarity with Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Experience with Azure Active Directory and multi-factor authentication processes.

Responsibilities

• Act as the central contact point for technical key users regarding server, platform, workplace, and infrastructure-related services.
• Receive, classify, prioritize, and document incidents, service requests, changes, additions, and reductions in the ITSM tool.
• Perform structured first analysis, validate information, and request missing details where required.
• Resolve standard and recurring technical issues independently within the defined scope.
• Route complex incidents and requests to the appropriate 2nd- or 3rd-level resolver teams.

Skills

Windows client OS

Windows Server

Active Directory

Microsoft 365

Azure Active Directory

Networking fundamentals

ITSM tools

Remote support

PowerShell

Security awareness

Tools

ITSM tools

Remote support tools

Job description

BRINGING FORCES TOGETHER. REALIZING DIGITALIZATION.

Work with us - a leading provider in Cloud, SAP, Microsoft, and software development - and shape future-proof IT solutions for our corporate clients.

Digitize the German midmarket with us as a Key User Service Desk.

Your Tasks

• Act as the central contact point for technical key users regarding server, platform, workplace, and infrastructure-related services.
• Receive, classify, prioritize, and document incidents, service requests, changes, additions, and reductions in the ITSM tool.
• Perform structured first analysis, validate information, and request missing details where required.
• Resolve standard and recurring technical issues independently within the defined scope.
• Route complex incidents and requests to the appropriate 2nd- or 3rd-level resolver teams.
• Monitor ticket progress, update ticket documentation, and ensure transparent communication throughout the ticket lifecycle.
• Support escalation handling for urgent incidents and priority cases.
• Create, maintain, and improve knowledge articles, solution descriptions, and technical documentation.
• Contribute to process improvements, service quality initiatives, and customer satisfaction activities.

What We Offer

• Continue your journey: Expand your professional horizons and explore exciting internal development opportunities and a wide range of training programs.
• Experience the difference: Receive respect and appreciation from your colleagues and take advantage of the diverse offerings of our diversity management.
• Look into the future: Work with the latest technologies and the constant innovations.
• Find the balance: Benefit from our mix of trust-based working hours and flexible work location (including home office) for a great work-life integration.
• Feel well taken care of: We provide you a company healthcare program.
• Unplug and relax: 30 days of vacation.

What You Bring With You

• Good knowledge of Microsoft Windows client and server operating systems, including Windows 10/11 and Windows Server environments.
• Solid understanding of Active Directory, group policies, user and group administration, and permission analysis.
• Basic to good knowledge of Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint, and related access or synchronization topics.
• Initial experience with Azure Active Directory, identity management, and multi-factor authentication processes.
• Understanding of network fundamentals such as DNS, DHCP, VPN, proxies, network drives, and basic connectivity troubleshooting.
• Familiarity with ITSM tools for ticket documentation, classification, prioritization, and lifecycle management.
• Experience with remote support tools and diagnostic methods, including log analysis and structured error investigation.
• Basic scripting skills, preferably with Windows PowerShell or batch scripting, are beneficial.
• Awareness of security requirements, access control principles, and incident handling procedures.