IT Service Desk Specialist (f/m/d)

Your Tasks

1. Ensure all office IT related Incidents, Problems, and Services Requests are resolved
2. Resolve support issues on PC/Mac and iDevices, including desktop applications
3. Contribute to Problem Management via the identification of root causes, workarounds, and additional incident information
4. Ensure the office IT infrastructure is proactively monitored and maintained
5. Contribute to Knowledge Management via the creation and maintenance of Support/HowTo articles for your teammates and customers
6. Ensure all IT assets (Hardware & Software) are tracked and kept up to date via our CMDB
7. Support customers remotely as well as in person
8. Ensure all tickets assigned are worked on, updated and resolved
9. Work with field engineers to visit customers/employees if the problem is more serious

Your Skillset

1. You have successfully completed a professional education or equivalent in an IT-related field
2. You have an ITIL V3/4 Foundation certificate or experience working within ITIL based frameworks
3. You are a team player with a focus on a customer-oriented mindset and approach to work
4. You enjoy working independently
5. You already have IT Service Desk or operations experience
6. Ideally, you have working knowledge in TCP/IP networking and routing, end user desktop support/setup
7. Your communication skills are very good, including creation of user documentation and technical documentation
8. Fluent English and German language skills are essential

What We Offer

1. A modern office in the heart of Berlin and flexible options for remote work
2. Numerous benefits such as a free BVG job ticket, an annual Headspace membership, a reduced-price membership for Urban Sports, discounts for Bertelsmann employees etc.
3. Ongoing training opportunities on our internal platforms BMG Campus and Bertelsmann University
4. Long-term career opportunities for all employees
5. A collaborative work environment with an open, appreciative community of people who all share the same passion for working with artists and songwriters
6. Our unique corporate culture based on strong values and mutual support that make us a great team

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