Key User Service Desk

q.beyond ibérica; España; Presencial; EUR 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Development opportunities

Training programs

Diversity management

Latest technologies

Hybrid work

Company health plan

30 days vacation

Descripción de la vacante

q.beyond ibérica in Spain is seeking a Service Desk professional to act as the central contact for technical key users, handling incidents and service requests, and documenting in our ITSM tool. You will perform initial analysis, resolve standard issues, and route more complex items to appropriate teams.

The role involves working with Windows client/server environments, Active Directory, Microsoft 365, and Azure AD, with remote support and security awareness across a hybrid work setup.

Formación

• Experience supporting Windows 10/11 and Windows Server environments.
• Proficiency with Active Directory and group policy management.
• Familiarity with Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Experience with Azure Active Directory and MFA processes.
• Understanding of DNS, DHCP, VPN, proxies, and network drives.
• Familiarity with ITSM ticketing and lifecycle management.
• Experience with remote support tools and log analysis.
• Basic scripting skills (PowerShell or batch).
• Awareness of security requirements and access controls.

Responsabilidades

• Act as the central contact point for technical key users on incidents and service requests.
• Receive, classify, prioritize, and document items in the ITSM tool.
• Perform structured first analysis and request missing information as needed.
• Resolve standard issues within defined scope and route complex items to higher levels.
• Monitor ticket progress and maintain documentation throughout lifecycle.
• Support escalation handling for urgent incidents and priority cases.
• Create and maintain knowledge articles and technical documentation.
• Contribute to process improvements and customer satisfaction initiatives.

Conocimientos

Windows administration

Active Directory

Microsoft 365

Azure AD

Networking basics

ITSM tooling

Remote support

PowerShell

Security awareness

Herramientas

ITSM tools

Remote support tools

Descripción del empleo

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.