System Administrator - IT Service Desk Support

Our client operates a professional IT service desk environment supporting enterprise users across multiple locations. They maintain robust ITSM processes aligned with ITIL best practices, providing structured career development pathways for technical support professionals.

• 1 to 4 years of experience in IT Service Desk, Help Desk, Technical Support or Desktop Support roles
• Working knowledge of Windows operating systems and Microsoft 365 applications
• Understanding of Active Directory user account management, including password resets and account unlocks
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management
• Basic knowledge of VPN connectivity, endpoint peripherals and contact centre software
• Understanding of ITIL incident management, service request fulfilment and SLA adherence
• Ability to work 24/7 rotational shifts, including weekends and holidays
• Fluent English language skills

Nice to have:

• German language skills

• Respond to user enquiries through phone, email, chat and self-service platforms as first point of contact
• Log, categorise, prioritise and maintain accurate documentation for all incidents and service requests
• Diagnose and troubleshoot technical issues using approved scripts, knowledge articles and standard procedures
• Resolve password resets, account unlocks, Microsoft 365 issues, VPN connectivity problems and printer faults
• Escalate unresolved or high-impact tickets to Level 2 and Level 3 teams with complete troubleshooting details
• Communicate clearly with users regarding ticket status, resolution timelines and next steps
• Provide detailed shift handover notes and contribute to knowledge article improvements
• Maintain SLA adherence and follow ITIL incident management processes throughout ticket lifecycle

Contract type: 5 months fixed-term Work type: On-site Ability to work 24/7 rotational shifts, including weekends and holidays