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# IT Service Desk Specialist

- **Company:** GO! Express & Logistics (Deutschland) GmbH
- **Location:** Bonn, Germany (Remote available)
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Server Operating Systems & Platforms, Windows Client
- **Published:** August 29, 2026
- **Apply:** https://www.adzuna.de/details/5858045802

## About the Role

* 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.

## Description

* 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.


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