IT Service Desk Specialist

• Qualified Ticket Handling: You’ll be responsible for the structured intake, prioritization, and resolution of incidents and service requests via phone, email, and the ticket system.
• Independent Problem Analysis: You will independently analyze issues, resolve them at the 1st and 2nd levels, or escalate them to the appropriate subject matter and specialist teams as needed.
• User Support & Enablement: You’ll assist our users with software and hardware issues, explain solutions clearly, and ensure a professional IT presence.
• Communication & Service Quality: You keep users transparently informed about the status of their requests and ensure service-oriented, reliable communication.
• Documentation & Knowledge Building: You create and maintain technical documentation, FAQs, and solution descriptions for recurring issues.
• SLA and Quality Awareness: You work in accordance with SLAs, identify bottlenecks or recurring issues, and propose improvements.
• Collaboration within the IT Team: You will work closely with other IT departments-including on projects-and assist in optimizing processes and workflows at the service desk.

• Experience in IT Support: Several years of professional experience in an IT service desk or IT support role, ideally in a medium-sized or complex IT environment based on ITIL.
• In-depth Knowledge:
• Windows client and server environments
• Active Directory (users, groups, permissions)
• Microsoft 365 (EXO, Teams, OD, SP - operational)
• Strong communication skills: Excellent communication abilities and a confident demeanor when interacting with users.
• Service orientation: A structured, solution-oriented approach to work-even when handling a high volume of tickets.
• Initiative: Experience working with ticket systems and service-oriented processes.
• Team Spirit: Team spirit, a sense of responsibility, and a professional service mindset.
• Passion: We’re looking for someone who is fully committed to the IT Service Desk-with a genuine passion for IT support as a profession.

• Permanent, full-time position-security and long-term prospects in a stable company.
• Your Contribution-Working independently with genuine creative freedom at the IT Service Desk
• Future-oriented work environment - A professional IT environment with well-defined processes and short decision-making paths.
• Professional development - The opportunity to further develop the service desk’s technical capabilities and actively shape its direction.
• Flexible Work Hours & Remote Work-with core hours between 9:00 a.m. and 2:00 p.m.
• Personalized Professional Development Opportunities-Individual training and development opportunities-both internal and external
• Motivated Team & Team-Building Events - A motivated team and regular team-building events
• Capital-Forming Benefits & Company Pension Plan - We ensure your financial security-now and in the future.
• Discounted Employee Rates & Corporate Benefits - Take advantage of exclusive discounts, such as on e-bike leasing, and other perks
• On-site Massage Service - Relax and recharge during work with our free massage service
• Cozy Break Rooms & Free Beverages - A pleasant work atmosphere with free coffee, tea, and water - for your relaxing breaks throughout the day
• 30.5 vacation days per year - Enjoy plenty of time for relaxation and personal time off.

GO! Express & Logistics Deutschland GmbH is the headquarters of the largest independent express and courier network in Europe. With more than 100 GO! stations, GO! has an infrastructure capable of handling any challenge. Under the motto “Everything but_ordinary,” GO! offers a broad portfolio of logistics solutions: from regional courier services to global express shipping. From goods, documents, and time-sensitive shipments to sensitive cargo or complex logistics requirements. Tailored solutions for various industries and a wide range of value-added services round out the portfolio 365 days a year, around the clock.

Welcome to the GO! headquarters in Bonn’s Nordstadt district. Here, over 40 IT colleagues work every day to ensure that the IT systems of a nationally successful package logistics company run stably, securely, and efficiently.

It’s important to us that you feel taken seriously professionally and don’t get stuck in rigid hierarchies or mere ticket processing. You can expect short decision-making paths, open communication, and a team that values professionalism, reliability, and mutual support.

Your Mission You’ll be a key part of our IT service desk and the first point of contact for our users. With your experience in IT support, you’ll ensure stable operations, high service quality, and satisfied GO!lleginnen.

This isn’t just about resolving individual tickets-it’s about finding sustainable solutions, clear communication, and the continuous improvement of our service desk.