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Be ready to walk through how you prioritize tickets, explain a recent hard user issue in plain language, and describe escalations without blame. Expect scenario questions on locked accounts, printer/network outages, and VIP handling. Prepare concrete examples of SLA awareness, German (and any English) customer contact, and working onsite with a fixed location in Köln.
Strong fit if you enjoy structured, people-facing IT support, prefer an onsite Köln schedule (remote: no), and want hands-on service desk work at a smaller IT firm. Less ideal if you need fully remote work or pure project/engineering without daily user contact.
As a Service Desk Spezialist onsite at think about IT GmbH in Cologne, a typical day centers on first-line IT support for end users: intake via ticket or phone, triage of hardware/software issues, password and access help, and clear handoff to specialists when needed. Expect desk-side or floor support, documentation in the ticket system, and coordination with colleagues on recurring incidents and known errors—face-to-face rather than remote-first.
No. The listing is onsite Service Desk in Cologne (Köln); plan for a local commute.
First-contact IT support: tickets, triage, basic fixes, documentation, and escalation—grounded in user service, not pure coding.
Cologne in Nordrhein-Westfalen, Germany—a large urban market with strong regional connectivity in the Rhine–Ruhr area.
Service Desk Spezialist - Onsite in Köln (m/w/d) think about IT GmbH Cologne, Germany Full Time, No Remote About This Position We are seeking a highly motivated Service Desk Specialist to join our team at the thinkGROUP's Cologne location. As part of the Service Desk department, you will be responsible for providing first-level IT support to our clients, focusing on MS Office 365 and MS Windows. You will also document issues and service requests in our ticketing system (ITSM) and ensure adherence to SLAs by tracking progress. Responsibilities Support customers via phone and remote assistance for first-level IT support, with a focus on MS Office 365 and MS Windows Detailed documentation of issues and service requests in the area of hardware and software Follow-up on tickets in our ticketing system (ITSM) Handle more complex issues by analyzing them and forwarding to second-level IT support as needed Inform users about the progress of their support request and ensure SLA compliance through regular tracking Make suggestions for improving service quality and continuously develop processes Maintain asset management systems and create knowledge base articles What You Bring We are looking for a candidate with the following qualifications: A completed IT-related education, such as a Fachinformatiker in Systemintegration or similar training is ideal Experience working in an IT service desk/user helpdesk role; however, we welcome new entrants to the field as well Excellent knowledge of Windows 10 and Microsoft Office components Proficient English skills are desirable but not required More About think about IT GmbH The thinkGROUP is a successful system house group that constantly seeks innovation and places great emphasis on the continuous optimization of our internal processes. The use of modern technologies is not an end in itself, but rather the embodiment of our innovative spirit and customer-oriented approach. Excellent IT service requires optimal systems. Our motivated team works tirelessly to continually delight our customers. Apply Today To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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