IT Servicedesk Agent (m/f/d)
Job Description
- ITIL V4 Foundation knowledge
- Microsoft certifications
- Experience with ServiceNow
- Act as "Single Point of Contact" (SPOC) for users
- Receive and process IT support requests and disruptions via phone or ticket system
- Analyze, process, install, configure, and remotely administer Windows clients and software
- Ensure correct ticket processing according to OLA and document customer communication, solutions, and workflows
- Provide 1st and 2nd-level on-site support for complex issues with workstations, printers, and telephony
- Create and maintain documentation and instructions
- Identify process weaknesses and actively participate in improvement measures
- Completed training in IT specialist for system integration or comparable qualification
- Sound experience in IT support or service desk
- Very good knowledge in configuration and administration of Microsoft-based systems
- Broad understanding of IT operations and support processes
- Good technical understanding of IT infrastructures
- Fluent German and English language skills, written and spoken
We say HI*
IT Servicedesk Agent (m/f/d)
At the Ditzingen location
(Ref. No. R0308021)
Thales is a globally leading provider of cutting-edge technologies for defense, aerospace, and cybersecurity and digital identity.
Your Mission as IT Servicedesk Agent:
- As the "Single Point of Contact" (SPOC) for our users, you will work together in a dedicated team and be responsible for receiving and processing IT support requests and disruptions via phone or in our ticket system.
- For IT disruptions, you will be responsible for receiving, analyzing, and processing, as well as installing, configuring, and (remote) administering Windows clients and software applications.
- You are responsible for correct ticket processing according to OLA and meticulously document customer communication, solutions, and workflows in the ticket system.
- In 1st and 2nd-level on-site support, you will assist with the systematic analysis and resolution of complex disruptions to workstations, printers, and telephony.
- To ensure high user satisfaction, you will create and maintain documentation and instructions, identify process weaknesses, and actively participate in improvement measures.
What we look forward to:
- A completed apprenticeship in IT specialist for system integration or a comparable qualification, as well as sound experience in IT support or service desk.
- Very good knowledge in the configuration and administration of Microsoft-based systems, as well as a broad understanding of IT operations and support processes.
- Good technical understanding of IT infrastructures, ideally supplemented by ITIL V4 Foundation knowledge, Microsoft certifications, or experience with ServiceNow.
- A strong customer, service, and consulting orientation combined with empathy and patience, especially in challenging situations.
- Fluent German and English language skills, written and spoken.
Thales invests more than 4 billion euros annually in research and development in key technologies such as artificial intelligence, cybersecurity, quantum, and cloud technologies.
In 2024, the group generated sales of 20.6 billion euros.
For more than 83,000 employees in 68 countries, we open up forward-looking perspectives, realize individual career paths, and enable creative freedom. This is achieved through courage, diversity, and the firm will to make the demanding challenges of our time safer and more inclusive. With our sustainable, value-oriented personnel management, we actively advocate for diversity.
Say HI* – Your way to us
If the signs of the times point to change, our international teams are there to meet today's complexity with tomorrow's industry-leading technologies. Are you in? Your contact person Lena Digel is looking forward to your online application via our career portal.
Lena Digel – Talent Acquisition Partner #LI-LD2
Lena.DIGEL@thalesgroup.com
*Human Intelligence
