Global Service Desk Consultant (m/f/diverse)

As a Lufthansa InTouch Group function, the Service Desk Consultant role is responsible for providing technical 1st-level support to the global LIT environment. To maintain a written record of all incidents and tickets logged and comply with all Global IT and Security standards.

• Serve as primary contact for IT issues globally
• Remotely handle Service Requests from multiple sources such as email, chat, and telephone for all employees requiring IT support within LIT
• 1st Level support involving and not limited to password resets, 2FA token assignment
• Coordinate and consult with User and Systems Support Specialists
• Assign tickets to relevant IT resources where applicable (local IT, 2nd Tier, or 3rd Tier support)
• Record, process and maintain all tickets on the LIT IT ticketing system
• Report unusual and recurring issues to Senior Support Specialists
• Adhere to troubleshooting steps and escalation processes
• Always maintain infrastructure knowledge to ensure consistent support delivery.