Job profile
IT Helpdesk / IT support (m/f/d)

IT Helpdesk / IT support technicians
offering customers best service

At a time when technology is playing an increasingly important role in our everyday working lives, the work of IT support and the IT helpdesk has become indispensable. Whether it's a laptop crash, a network malfunction or a software problem, IT support staff are the experts who solve the problem and get work back on track.

IT helpdesk and IT support staff have expert knowledge and help customers with questions and problems relating to IT products or services. This usually involves hardware or software.

IT SUPPORT (M/F/D)

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Are you looking for a job as an IT support employee (m/f/d)?

Would you like to bring your passion for technology and your strong customer service skills to a challenging position? Then take this opportunity to actively shape the future of IT.

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Looking for an experienced IT support employee (m/f/d)?

At Hays, we are experts at finding the best talent for your organisation. Whether you need in-depth troubleshooting skills, customer service orientation or technical expertise. Our IT support staff are ready to join your team and provide reliable technical support.

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Are you looking for exciting new projects and challenges?

Use your expertise in a new IT project at Hays! You will have the opportunity to work with various companies and provide technical support at the highest level.

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WHAT CAREER OPPORTUNITIES DO IT HELPDESK / IT SUPPORT EXPERTS
HAVE ON THE LABOUR MARKET?

Customers increasingly judge the quality of a company by its support. They expect fast, uncomplicated and successful help with questions and problems with hardware and software. The fulfilment of these high expectations is the responsibility of IT helpdesk support staff. Due to their importance for customer satisfaction, qualified specialists have good opportunities on the labour market. Their skills are in demand in areas such as engineering, finance and information technology.

IT SUPPORT TASKS
THE ACTIVITIES OF IT HELPDESK EXPERTS

IT support employees answer questions from customers and help solve hardware, software or network problems. Contact is usually made by telephone, alternatively by email, chat or remote maintenance. An issue tracking system manages customer enquiries at a central location. Typically, an IT helpdesk is divided into three levels, each level corresponding to a group of specially trained specialists:

Initial contact with customers is made via the first level. Basic IT knowledge is required here, but often no specialisation. If employees at the first level helpdesk are unable to solve the problem, the ticket is forwarded to the second level to a specially trained employee. If the problem cannot be solved any further, a specialist from the third level takes over.

IT support tasks at a glance

Technical support for hardware, software and network problems
User support and answering technical questions
Fault diagnosis and rectification
Installation and configuration of software and hardware
Monitoring and implementation of security measures
Documentation of problem solutions and knowledge base
Escalation management for complex problems
Carrying out system upgrades and updates

IT support tasks at a glance

Technical support for hardware, software and network problems
User support and answering technical questions
Fault diagnosis and rectification
Installation and configuration of software and hardware
Monitoring and implementation of security measures
Documentation of problem solutions and knowledge base
Escalation management for complex problems
Carrying out system upgrades and updates

WHAT HARD SKILLS & SOFT SKILLS DO YOU NEED
FOR A JOB AS AN IT HELPDESK / IT SUPPORT EMPLOYEE?

You need special hard and soft skills for your career as a helpdesk support employee. Hard skills revolve around the correct configuration of software problems or troubleshooting in a network, for example.

In addition, soft skills help you in your job to provide efficient help and solve problems. You often have to follow certain procedures or processes, but critical thinking is an important characteristic of a successful helpdesk employee.

The following hard skills are required in IT support jobs:

Technical expertise relating to the company's hardware or software
Specialised knowledge of specific areas such as network technology or applications
In-depth understanding of common operating systems such as Windows, macOS and Linux
IT security: basic knowledge of security measures such as firewalls, antivirus software and data backup

The following soft skills optimally complement your specialised knowledge:

Solution-orientated thinking
Excellent communication skills - verbal and written
Ability to listen actively
Patience and calmness
Ability to work in a team
Empathy: It is particularly important that you can put yourself in the shoes of your customers
Willingness to learn: In the job of IT support, further training and change are the order of the day

What is the average salary of IT helpdesk / IT support technicians?

The salary of IT helpdesk staff or IT support staff in Germany can vary depending on experience, qualifications, company size and location. In general, the average annual salary for these positions is between 35,000 euros and 50,000 euros gross.

Career starters with little professional experience can expect an annual salary of around 30,000 euros to 35,000 euros. With increasing professional experience and specific expertise, the salary can rise to between 40,000 and 45,000 euros. In larger companies or in positions with extended responsibility and management tasks, the salary can exceed 50,000 euros.