End User Service Desk: 1st Line IT Support

q.beyond ibérica; Sevilla; Híbrido; EUR 21.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company healthcare program

30 days vacation

Flexible work location

Home office option

Training opportunities

Descripción de la vacante

q.beyond ibérica S.L. in Sevilla is seeking an End User Service Desk professional to handle incidents, initial analyses, and user support, acting as the first point of contact for clients.

You will document solutions, maintain the knowledge base, and collaborate on process improvements while using Windows, Microsoft 365, and Active Directory.

Fluent German and basic English are required, and you will enjoy a mix of in-office and home-office work with training opportunities.

Formación

• 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 and solution-oriented approach to work.
• Strong service and customer focus with excellent communication.
• Ability to work well in a team and take initiative.

Responsabilidades

• Receiving, classifying, and processing incidents and service requests (e.g., 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 SLAs are met.
• Managing user accounts (Active Directory, permissions, passwords).
• Providing support for standard IT inquiries (hardware, software, VPN, printers).
• Documenting solutions and maintaining the knowledge base.
• Communicating with customers/users clearly and service-orientedly.
• Collaborating on process optimization and service desk improvements.

Conocimientos

German language (very good)

English (basic)

Teamwork

Customer focus

Structured problem solving

Educación

Completed IT training or comparable qualification

Herramientas

Windows

Microsoft 365

Active Directory

Ticketing systems

Descripción del empleo

q.beyond ibérica S.L. in Sevilla is seeking an End User Service Desk professional to handle incidents, initial analyses, and user support, acting as the first point of contact for clients.

You will document solutions, maintain the knowledge base, and collaborate on process improvements while using Windows, Microsoft 365, and Active Directory.

Fluent German and basic English are required, and you will enjoy a mix of in-office and home-office work with training opportunities.