End User Service Desk

q.beyond ibérica; España; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Training programs

Company healthcare

30 days vacation

Flexible work location

Job summary

q.beyond ibérica S.L. is seeking an End User Service Desk professional in Spain to handle 1st-level IT support, manage incidents, and document resolutions. You will interact with users in German and English, classify requests, and escalate when needed.

The role emphasizes strong customer focus, teamwork, and a structured approach, with flexible home office options and ongoing training opportunities to grow within a multinational IT services environment.

Qualifications

• Completed IT training or comparable qualification.
• Experience in a service desk or IT support role is desirable.
• Basic knowledge of Windows, Microsoft 365, Active Directory, and ticketing systems.
• Structured, solution-oriented approach to work.
• Strong service and customer focus with excellent communication.
• Teamwork, initiative, and reliability.
• Very good German, basic English.

Responsibilities

• Receiving, classifying, and processing incidents and service requests via phone, email, or ticket system.
• Conducting initial analyses and troubleshooting as part of 1st-level support.
• Escalating complex inquiries to 2nd/3rd level with complete ticket documentation.
• Monitoring open tickets and ensuring SLA compliance.
• Managing user accounts (Active Directory, permissions, passwords).
• Providing support for hardware, software, VPN, printers, and mobile devices.
• Documenting solutions and maintaining the knowledge base.
• Communicating with customers/users in a clear, service-oriented manner.
• Collaborating on process optimization and continuous improvement of the service desk.

Skills

Service desk

IT support

Windows basics

Microsoft 365

Active Directory

Ticketing systems

Communication

Teamwork

German language

English basics

Education

Completed IT training or comparable qualification

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 an End User Service Desk

Your Tasks

• Receiving, classifying, andprocessing incidents andservice requests (e.g., viaphone, email, or ticketsystem).
• Conducting initial analyses and troubleshooting as part of 1st-level support.
• Escalating complex inquiries to downstream support units (2nd/3rd level), including complete ticket documentation.
• Monitoring open tickets and ensuring compliance with SLAs.
• Managing and maintaining user accounts (e.g., Active Directory, permissions, passwords).
• Providing support for standard IT inquiries (hardware, software, mobile devices, VPN, printers).
• Documenting solutions and maintaining the knowledge base.
• Communicating with customers/users in a clear and service-oriented manner.
• Collaborating on process optimization and the continuous improvement of the service desk.

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.

Use Skills. Create Something New.

WHAT YOU BRING WITH YOU

• Completed IT training or comparable qualification.
• Experience in a service desk or IT support role is desirable.
• Basic knowledge of Windows, Microsoft 365, Active Directory, and ticketing systems.
• A structured and solution-oriented approach to work.
• Strong service and customer focus, as well as excellent communication skills.
• Ability to work well in a team, initiative, and reliability.
• Very good German, basic English.

BUNDLING FORCES. MAKING DIGITALIZATION A REALITY.

We are looking for people who are committed to contributing their expertise and personality to achieve the best for our customers. People like you who want more - and expect more.

FIND YOUR INTERFACE AT Q.BEYOND

q.beyond AG stands for successful digitalization. As one of the leading IT service providers in Germany, we have our own certified data centers and support companies in finding, implementing and operating the best digital solutions for their business. With extensive expertise in the areas of cloud, SAP, Microsoft, data intelligence, security and software development, our strong team of 1,100 employees guides our medium-sized customers safely through the digital transformation. q.beyond has locations throughout Germany as well as in Latvia, Spain and India.

CONTACT

Your personal contact Eda will be happy to answer your questions and comments.

q.beyond ibérica S.L.