IT Service Desk Agent, IT Support – Help Desk

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🕒 March 13

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INTREAL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏠 Real Estate

💸 Finance

🤝 B2B

Real Estate • Finance • B2B

INTREAL is a provider of institutional fund services specializing in real estate and real-assets. The company initiates, administers and manages real estate investment funds and offers KVG (service fund management) and AIFM/central administration functions, outsourced back-office services, IT services and consulting, and management/advisory support for asset managers and fund initiators across Germany and Luxembourg. INTREAL serves institutional investors and asset managers with fund administration, regulatory and compliance expertise, ESG services, and digital investor/fund portals.

📋 Description

• 1st-level support with direct customer contact: You are the first point of contact for our users and assist with questions and issues across our IT service portfolio. • Analysis & documentation: You analyze fault situations, document thoroughly in the ticketing system, and evaluate appropriate solution paths. • Qualified escalation: You classify requests and escalate them in a targeted manner to 2nd-/3rd-level teams so cases are resolved quickly and correctly. • Hardware & software services: You support configuration, rollout and management of laptops, mobile devices, printers and our software portfolio. • On-site field service: You carry out assignments at our Hamburg headquarters and provide hands-on IT support on site. • Collaboration with service providers: You manage and coordinate day-to-day matters with external partners. • Contribute to projects: You participate in cross-functional, engaging IT projects and bring in your own ideas.

🎯 Requirements

• Completed vocational IT training (e.g., IT specialist) or an equivalent qualification • Experience in a qualified service desk / 1st-level support • Strong service and customer orientation and a professional demeanor • Strong communication skills and team spirit — even when things get busy • Initiative and a structured, responsible way of working • Confident handling of current Microsoft operating systems, mobile and desktop hardware, and standard productivity software • Routine in working with ticketing systems (documentation, prioritization, SLA-oriented approach) • Good German language skills, both written and spoken • ITIL certification is desirable (or willingness to obtain it)

🏖️ Benefits

• Work–life balance: Flexible working hours through trust-based working time, the possibility of home office or mobile working, and 30 days of vacation • Location & facilities: Central city-centre location and modern office equipment • Mobility: Discounted Deutschlandticket and bike leasing via JobRad • Security: Financial stability through proven business models and a company pension scheme • Onboarding & training: Structured onboarding, dedicated points of contact, feedback meetings, and individualized training via our internal learning platform "Campus" and external seminar offerings • Team spirit: Open and supportive team, company-wide networking through company and team events, and several corporate sports groups • Extensive sports offerings: Discounted access to many gyms, swimming pools and other sports providers across Germany via EGYM Wellpass • Additional perks: Employee discounts at various online shops, plus free organic fruit and hot and cold beverages