Key User Service Desk

q.beyond ibérica; Jerez de la Frontera; Presencial; EUR 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company healthcare program

30 days vacation

Flexible work location

Training programs

Development opportunities

Descripción de la vacante

q.beyond ibérica is seeking a Key User Service Desk professional to support technical key users across server, platform, and infrastructure services. You will manage incidents and requests in the ITSM tool, perform initial analysis, and route complex issues to higher-level teams.

Join a company delivering cloud, SAP, Microsoft, and software development solutions, with flexible work location and ongoing training opportunities.

Formación

• Strong knowledge of Windows client/server OS (Windows 10/11, Windows Server).
• Solid understanding of Active Directory, GPOs, user/group administration and permissions.

Responsabilidades

• Act as central contact point for technical key users on server, platform, workplace and infra services.
• Record, classify, prioritize, document incidents, service requests, changes in ITSM tool.
• Perform first-line analysis, validate info, request missing details.
• Resolve standard issues within defined scope; route complex items to 2nd/3rd level teams.
• Monitor ticket progress and maintain documentation; communicate lifecycle status.

Conocimientos

Windows administration

Active Directory

Microsoft 365

Azure AD

Network fundamentals

ITSM familiarity

Remote support

Scripting basics

Security awareness

Herramientas

ITSM 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 benefit from our diversity management.
• Look into the future: Work with the latest technologies and continuous 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.