Administrator Help Desk

Company Description

Job Description

Job Purpose

As a 1st Level IT Support Analyst, you are the first point of contact for technical issues and service requests from Autodoc employees. You handle incident resolution, service request fulfillment, account setup and deactivation, and escalate more complex problems to the appropriate teams. Your support helps maintain operational continuity and provides a seamless IT experience for users across the company.

Responsibilities

• Incident Management: Troubleshoot and resolve common IT issues related to hardware, software, connectivity, and access. Escalate unresolved incidents according to defined processes.

• Service Request Fulfillment: Process standard IT service requests including software installations, access provisioning, and IT equipment needs.

• Account Management: Create, update, and disable user accounts for onboarding, role changes, and offboarding in accordance with company procedures.

• Monitoring & Escalation: Monitor dashboards and alerts, raise timely escalations for infrastructure or service issues requiring higher-level intervention.

• Ticket Management: Log, track, and document support tickets using a ticket system, ensuring timely updates and SLA adherence.

• Customer Service: Deliver professional, remote IT support via chat, ticketing system, and video calls, maintaining a customer-focused attitude.

• Knowledge Contribution: Create and update Knowledge Base articles to improve self-service and support team efficiency.

Job Requirements & Required Skills

• Basic Technical Knowledge: Familiarity with computer hardware, Windows/Mac operating systems, VPN, and Microsoft 365 applications.

• Problem-Solving: Good analytical thinking with the ability to follow documented troubleshooting procedures.

• Communication: Strong verbal and written communication skills in English

• Customer Service: Excellent interpersonal skills and patience when guiding users through solutions.

• Remote Readiness: Ability to work independently in a fully remote setup with professional conduct.

• Teamwork: Collaborative mindset and willingness to support colleagues across multiple locations.

• ITSM Tools: Experience using Jira Service Management or comparable ticketing systems is desirable.

• Networking: Basic understanding of network connectivity principles is a plus.

• Compliance Awareness: Awareness of IT security and data protection policies (e.g., GDPR) is an advantage.

Nice to Have:

• Prior experience in IT Support, Help Desk, or Service Desk (internship or professional).

• Familiarity with automation tools, asset management platforms, or remote support software.

Experience:

• Entry-level position, prior hands-on experience preferred but not required.

What do we offer?

• Annual vacation of 25 working days and 1 additional day off on your birthday

• Meals Allowance (8 euros per working day)

• Healthcare Insurance

• AUTODOC Corporate Discount (1,080 Euros per annum)

• Learning & Development (over 650 courses on soft and hard skills on our e-learning platform)

• Free English and German language classes (after probation period)

• Flexible working hours and hybrid work

Join us today and let’s create a success story together!