Service Desk Administrator (Junior)

Job description

About the Role We are seeking a seasoned Service Desk Administrator for our growing IT department. This intermediate-level role is part of the frontlines of our team’s delivery of prompt and precise IT services to NinjaOne's increasing workforce. Leverage your knowledge of Ninja IT processes and policies involving computer hardware, software, cloud platforms, security, and networking to identify and resolve issues and deliver appropriate technology solutions to our workforce. In this role you will serve as a knowledge resource for more junior team members, as well as directly handle more complex issues. This role interacts closely with our SMEs and resolver groups, acting as a backup SME for one or more services or processes. Location - Berlin, Germany What You’ll Be Doing · Prioritize tickets based on ticket type, number of users affected, and business impact · Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support · Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions · Handle more complex tickets, and serve as a SME or coach for more junior team members working similar complex issues · Build/maintain automations for complex workflows to reduce/avoid defects and waste · Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledgebase · Oversee/maintain IT request catalog and underpinning list of IT-supported services · Lead internal continual improvement efforts and mentor junior team members in this practice · Represent IT in stakeholder cadences such as weekly meetings / sync calls · Other duties as needed About You · Time management/organizational skills · Polished verbal and written communication skills · Fluent in English and German · Experienced with representing IT to VIPs and business leadership · Knowledgeable practitioner of continual improvement methods · Experienced with helping to drive change throughout a team or organization · Certified in one or more core areas relevant to NinjaOne IT and/or equivalent work experience with (MDM, Okta, FreshService, Lean, Ninja, for example) About Us NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. ​ The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. ​ NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. What You’ll Love Grow personally and professionally with one of the fastest growing companies Enjoy your lunch covered by NinjaOne 3 times/week at the office Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more) Develop your skills through our renowned training platform Receive competitive compensation Collaborate with a curious, kind, international and intercultural workforce Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit) Additional Information This position is NOT eligible for Visa sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI-WW1