IT Service Desk Partner - 1st Level Support (x/f/m)

IT Service Desk Partner - 1st Level Support (x/f/m)

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In order to give the best experience to Doctolibers and to respond to the growth of Doctolib, we are looking for an IT Service Desk Partner - 1st Level Support (x/f/m).

On a daily basis, you will receive, qualify, and process IT requests and incidents from Doctolibers working in the 4 countries where Doctolib is established today (Germany, France, Italy, Netherlands).

What you'll do

• Serve as the single point of contact for users requiring IT support (phone call, open ticket on helpdesk platform).
• Handle level 1 requests and incidents: access to applications, technical diagnosis, etc., and escalate incidents to local IT Support teams (level 2).
• Detect incidents or recurring requests with a view to continuous improvement.
• Assist the user from ticket opening to complete resolution.
• Manage the IT Corner and IT Stock in our Berlin office.
• Manage meeting rooms: test, update, replace hardware.
• Propose automation or process improvements to enhance user satisfaction.

Who you are

If you believe you are the right fit for this role, we encourage you to apply. Even if you don't meet every requirement, you might be the perfect future Doctoliber for this or other positions!

• You are service-oriented and solution-focused.
• You are a good listener and ask relevant questions to reassure users.
• You are rigorous, autonomous, and a team player.
• You can adapt to change and prioritize tasks effectively.
• You speak German and English fluently.

What we offer

• Additional health plan with Allianz.
• Minimum 28 days of paid leave.
• Parental care program (1 month off in addition to legal parental leave and 0.5 days off per child at school start).
• Solidarity Days (2 days/year for charity support).
• Wellbeing program (free mental health and coaching).
• Public transportation reimbursement.
• Lunch vouchers and snacks.
• Urban Sports Club discount.

Interview Process

• Interview with Talent Partner (30 mins).
• Interview with future Manager (45 mins).
• Team introduction (45 mins).
• Final interview (15 mins).
• Reference check.

Job Details

• Permanent, full-time position.
• Location: Berlin (Onsite).
• Start date: ASAP.

At Doctolib, we are committed to equal opportunity and diversity. We evaluate candidates solely on qualifications and motivation, regardless of gender, religion, age, sexual orientation, ethnicity, or disability. Please exclude personal information from your application and contact us if you need accommodations during the process.