Role overview As an IT Service Desk Specialist at LAT Nitrogen, you are the key contact for all IT related incidents, service requests and inquiries for our end-users in the different countries of our operation. Your role will be crucial as part of our ITSM service delivery processes, optimizing, and developing LAT Nitrogen IT end-users' knowledge and experience in our IT environment. You will use your skills and experience in the context of customer satisfaction, IT communication, security awareness, and high-quality service delivery by the entire IT team. The role will require collaboration with team colleagues across all LAT Nitrogen locations, experts from our mother company, and external partners. This global role will be reporting to the Team Lead IT Service Desk. The location is Linz.
Key responsibilities
Serve as the single point of contact (SPOC) for all IT-related incidents, service requests, and inquiries raised by the end users
Provide 1st line technical troubleshooting and issue resolution, covering workplace devices, applications, connectivity, access, and other standard IT services
Ensure accurate categorization, prioritization, and documentation of all tickets in the ITSM system according to defined processes
Execute efficient incident management and resolve issues within defined SLAs or escalating to 2nd line/3rd line support teams when required
Perform service request fulfilment, including account provisioning, access rights changes, device configuration, software installations, and other standard operational tasks
Coordinate communication with end-users during the entire request/incident lifecycle to ensure transparency and high-quality service. This includes proactive updates on major incidents, planned outages, and other service disruptions
Promote a positive end-user experience through time follow-up, showing ownership, and clear management of expectations
Maintain accurate and up-to-date asset records, device configuration, and end-user information in the ITSM and device management platforms
Work closely with Infrastructure & Workplace and SAP/Application teams to ensure timely resolution of escalated topics
Identify recurring issues and contribute to problem management activities through detailed ticket analysis and reporting
Build, maintain, and actively promote knowledge sharing by using knowledge base and end-user self-service tools
What we expect from you
Proactive engagement with end-users and the different support teams
Strong involvement in all IT process activities, with a focus on end-user guidance & knowledge building, incident & problem management and service request fulfillment
Advance troubleshooting and diagnostic skills
Continuous improvement of IT services to ensure they meet the security and efficiency standards
Contribution to rising end-user security awareness by integrating "teach-able moments" into daily IT support
Support in KPI-based IT performance and quality management
About you
Technical expertise - advanced knowledge
M365 applications
Windows 11
Intune – endpoint management
Technical expertise – basic knowledge
Networking – LAN, VPN
Active Directory, Entra ID, Monitoring tools and other applications supporting IT Infrastructure
Public Cloud (Azure) services – W365
Asset management principles and tools
Printing management system (SafeQ)
IT Security aspects of Workplace services (Antivirus, BitLocker, Password manager…)
Excellent analytical, methodical, and problem-solving skills
Strong communication and interpersonal skills, capable of working effectively in a multinational team spread across many locations
Relevant IT education; formal education can be substituted through significant work experience
Experience with a ticketing system (system & workflow management, dashboards & performance reports creation) will be a significant advantage
Fluency in German (C1 level/ native speaker) and English (B2 level), with additional European languages being a significant asset
Required experience: 2 years of experience in the defined field of Service Desk responsibility
What we offer
A competitive compensation package that rewards your expertise and dedication
Opportunities for professional development within a globally recognized company
A supportive work environment where innovation and initiative are valued
Work-life balance, with remote working opportunities (2 days per week)
Friendly and human-scale environment with all the advantages of a company with international background
Salary starting at €56,000 for a 38‑hour workweek, depending on experience and education
For enquiries regarding the application process, please contact: Waltraud Hueber-Resch, waltraud.resch@lat-nitrogen.com
About LAT Nitrogen LAT Nitrogen is a leading European provider of nitrogen-based products, dedicated to maintaining high standards of IT security and operational excellence. With a workforce that spans across the continent, we are committed to fostering a diverse and inclusive workplace.
Join Us! Be a part of our team that values innovation and excellence. Apply now to make a difference in your career and contribute to our success.
#J-18808-Ljbffr
Key responsibilities
Serve as the single point of contact (SPOC) for all IT-related incidents, service requests, and inquiries raised by the end users
Provide 1st line technical troubleshooting and issue resolution, covering workplace devices, applications, connectivity, access, and other standard IT services
Ensure accurate categorization, prioritization, and documentation of all tickets in the ITSM system according to defined processes
Execute efficient incident management and resolve issues within defined SLAs or escalating to 2nd line/3rd line support teams when required
Perform service request fulfilment, including account provisioning, access rights changes, device configuration, software installations, and other standard operational tasks
Coordinate communication with end-users during the entire request/incident lifecycle to ensure transparency and high-quality service. This includes proactive updates on major incidents, planned outages, and other service disruptions
Promote a positive end-user experience through time follow-up, showing ownership, and clear management of expectations
Maintain accurate and up-to-date asset records, device configuration, and end-user information in the ITSM and device management platforms
Work closely with Infrastructure & Workplace and SAP/Application teams to ensure timely resolution of escalated topics
Identify recurring issues and contribute to problem management activities through detailed ticket analysis and reporting
Build, maintain, and actively promote knowledge sharing by using knowledge base and end-user self-service tools
What we expect from you
Proactive engagement with end-users and the different support teams
Strong involvement in all IT process activities, with a focus on end-user guidance & knowledge building, incident & problem management and service request fulfillment
Advance troubleshooting and diagnostic skills
Continuous improvement of IT services to ensure they meet the security and efficiency standards
Contribution to rising end-user security awareness by integrating "teach-able moments" into daily IT support
Support in KPI-based IT performance and quality management
About you
Technical expertise - advanced knowledge
M365 applications
Windows 11
Intune – endpoint management
Technical expertise – basic knowledge
Networking – LAN, VPN
Active Directory, Entra ID, Monitoring tools and other applications supporting IT Infrastructure
Public Cloud (Azure) services – W365
Asset management principles and tools
Printing management system (SafeQ)
IT Security aspects of Workplace services (Antivirus, BitLocker, Password manager…)
Excellent analytical, methodical, and problem-solving skills
Strong communication and interpersonal skills, capable of working effectively in a multinational team spread across many locations
Relevant IT education; formal education can be substituted through significant work experience
Experience with a ticketing system (system & workflow management, dashboards & performance reports creation) will be a significant advantage
Fluency in German (C1 level/ native speaker) and English (B2 level), with additional European languages being a significant asset
Required experience: 2 years of experience in the defined field of Service Desk responsibility
What we offer
A competitive compensation package that rewards your expertise and dedication
Opportunities for professional development within a globally recognized company
A supportive work environment where innovation and initiative are valued
Work-life balance, with remote working opportunities (2 days per week)
Friendly and human-scale environment with all the advantages of a company with international background
Salary starting at €56,000 for a 38‑hour workweek, depending on experience and education
For enquiries regarding the application process, please contact: Waltraud Hueber-Resch, waltraud.resch@lat-nitrogen.com
About LAT Nitrogen LAT Nitrogen is a leading European provider of nitrogen-based products, dedicated to maintaining high standards of IT security and operational excellence. With a workforce that spans across the continent, we are committed to fostering a diverse and inclusive workplace.
Join Us! Be a part of our team that values innovation and excellence. Apply now to make a difference in your career and contribute to our success.
#J-18808-Ljbffr
