Service Desk Spezialist – Onsite in Köln (m/w/d)

About This Opportunity

We are representing a confidential IT services organization seeking a Service Desk Specialist for an onsite position in Cologne, Germany. Our client is an established managed services provider dedicated to delivering exceptional technical support to their business customers.

This is a first-level support role requiring strong customer service skills and solid technical knowledge of Microsoft environments. You'll be the first point of contact for users experiencing technical issues, working within a structured ticketing system to ensure timely resolution.

Responsibilities

• Provide telephone and remote support to end users as part of 1st level IT support, with focus on MS Office 365 and MS Windows environments
• Document incidents and service requests related to hardware and software in the ITSM ticketing system with detailed notes
• Process and follow up on support tickets through to resolution
• Analyze complex issues and escalate appropriately to 2nd level support teams
• Keep users informed on ticket progress and ensure SLA compliance through regular tracking and communication
• Contribute suggestions for service quality improvements and ongoing process development
• Maintain the asset management system and create knowledge base articles for common issues

What We're Looking For

• Completed vocational training in IT (such as Fachinformatiker Systemintegration) or comparable qualification
• Ideally experience in IT service desk or user helpdesk roles; career changers with relevant skills are also welcome
• Strong knowledge of Windows 10 and Microsoft Office components
• Good English language skills for international support scenarios
• Service-oriented mindset with excellent communication abilities
• Customer-focused and solution-oriented thinking
• Organized, independent working style with high personal motivation
• Beneficial but not required: familiarity with Apple iOS, virtual machines, remote support tools, or telephony systems

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruitment team will review your profile and conduct an initial screening conversation to understand your experience and career goals. Qualified candidates are then presented to our client for consideration. Please do not attempt to contact the employer directly, as all communication is managed through our talent team to ensure a professional process.

Pay

Compensation details will be discussed during the screening process based on your experience level and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive recruitment practices. We evaluate all candidates based on qualifications and merit.