Act as the first point of contact for customer and user enquiries
Log, categorise, and prioritise incidents and service requests accurately
Resolve standard incidents and requests using approved knowledge articles and runbooks
Perform initial troubleshooting of hardware, software, and connectivity issues
Escalate incidents according to defined criteria
Maintain clear communication and manage user expectations throughout the ticket lifecycle
Ensure tickets are updated correctly and closed with proper documentation
Contribute to knowledge base improvements and documentation updates
Follow ITIL Incident Management and Service Desk best practices

Strong problem-solving mindset with a structured approach to troubleshooting
Excellent written and verbal communication skills, with clear grammar and professional tone
Customer-focused attitude with professionalism and empathy
Ability to work in a fast-paced environment and manage multiple tickets within SLAs
Comfortable using ticketing and Service Management systems
Basic understanding of networking concepts such as TCP/IP is desirable
Interest in technology and willingness to learn
German language skills would be an advantage, but are not required.

Service Desk Engineer

Key skills