Accept and document customer inquiries by phone and email (incidents, service requests, and change requests) within 1st level support and maintain records in our ticketing system.
Pre-qualify and prioritize tickets across areas such as Active Directory, Azure, SAP, Microsoft Office applications, Cisco VPN, telecommunications, and general client/server support; provide how-to support.
Perform fault analysis and initiate appropriate remediation actions.
Collaborate with 2nd and 3rd level support.
Support IT projects (ITSM processes, transitions).

Jobs at Syntax

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About the role

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications, delivering secure and resilient private, public, or hybrid cloud solutions. We are seeking an IT Service Desk Specialist (m/f/d) who will be the primary point of contact for our customers and assist them with IT questions and issues.

Responsibilities

Your profile:

Accept and document customer inquiries by phone and email (incidents, service requests, and change requests) within 1st level support and maintain records in our ticketing system.
Pre-qualify and prioritize tickets across areas such as Active Directory, Azure, SAP, Microsoft Office applications, Cisco VPN, telecommunications, and general client/server support; provide how-to support.
Perform fault analysis and initiate appropriate remediation actions.
Collaborate with 2nd and 3rd level support.
Support IT projects (ITSM processes, transitions).
Create documentation, process descriptions, standard operating procedures, and user guides for our internal knowledge base and routing matrix.
Coordinate with our globally oriented 7x24 support team.
Training as an IT specialist or equivalent IT education, or experience in IT support.
Broad IT knowledge (e.g., client, Windows, networks, SAP) and first-hand experience in IT customer support.
IT affinity and a desire to continuously learn new topics and apply that knowledge in daily work.
Excellent communication and interpersonal skills and a strong service orientation.
Knowledge of IT service management according to ITIL; ITIL Foundation certification is a plus

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Key requirements

Accept and document customer inquiries by phone and email (incidents, service requests, and change requests) within 1st level support and maintain records in our ticketing system.
Pre-qualify and prioritize tickets across areas such as Active Directory, Azure, SAP, Microsoft Office applications, Cisco VPN, telecommunications, and general client/server support; provide how-to support.
Perform fault analysis and initiate appropriate remediation actions.
Collaborate with 2nd and 3rd level support.
Support IT projects (ITSM processes, transitions).