We are looking for an IT Specialist, responsible to receive incoming tickets independent from the communication channel, performs high-level analysis and qualification of the ticket and ensures that the tickets are solved or routed right according to the next level of support.Candidates should be able to:Responds to incoming calls / mails / chats / Self-service portal contacts / service requests based on GSD standardsDiagnoses and resolve issues with the help of developed knowledge and knowledge baseCold / Warm transfer of unresolved Tickets to higher LevelsAsks additional questions to End User if requested by higher LevelsAccurate recording of issues in the ITSM Ticketing Tool of Customer and assigns to the appropriate team for executionHandles incoming user / access permission request as well as other service requests until executionIdentifies tickets for Knowledge baseMaintain and support a high availability of Data Center infrastructureSupports users with extended knowledge to resolve Tickets in the specific knowledge area. (E.g. SAP, Microsoft Office, VPN, Exchange, Cisco Collaboration Platform, Mobile Devices)Performs ticket analyzes (second level) including information requests to the end userSolves tickets and communicates solution description / Knowledge base articleHandles Non-Standard Service Requests on expert levelDetermines the quality and completeness of ticket’s transferred