Junior Service Desk Agent (m/f/d)

Digital transformation is changing every aspect of local government. At hannIT, you can actively help shape this change! hannIT is a strategic IT partner for the Hanover region, cities, municipalities, and municipal enterprises, as well as regionally based utility and transportation companies. For our more than 250 employees, we combine the best of both worlds: the dynamism of the private sector with the security of public service. Behind our success is a fabulous team.

Join our support team as a Service Desk Agent (m/f/d) and actively help shape IT support by reliably assisting our users with technical challenges.

Responsibilities

• Receiving, logging, and processing trouble tickets and service requests via phone, email, or the ticketing system
• Classifying and prioritizing tickets in accordance with internal service-level agreements (SLAs)
• Providing initial resolution as part of first-level support (e.g., password resets, user account unlocks, VPN/printer issues)
• Escalating more complex issues to downstream support teams
• Maintaining and updating the knowledge base and documentation in the ticket system
• Assisting with administrative tasks (e.g., software updates, access management)

Qualifications

• A completed IT training program (e.g., IT Specialist in System Integration) or comparable qualification
• Alternatively: Career changers with a strong affinity for IT
• Initial practical experience in IT support, ideally at the first level
• Basic knowledge of Windows operating systems, networks, and software installations
• Strong communication skills, a service-oriented mindset, and a passion for customer interaction
• Team spirit, a willingness to learn, and a structured approach to work

Comparable qualifications may also meet the requirements.

Benefits

• Permanent employment contract in pay grade 7 of the TVöD-VKA collective bargaining agreement
• 30 days of vacation plus an annual bonus
• Flexible work schedules: Full-time (39 hours) or part-time—family-friendly and predictable
• Option to work from home for greater flexibility
• Ergonomic equipment—in the office and for your home office
• Flat hierarchies with a genuine culture of welcome and an open, collegial work environment
• Supplemental pension / company pension plan through hannIT for your future
• Personalized training and professional development
• Discounted commuter pass for your commute
• Smartphone—also for personal use
• Corporate health management with a wide range of offerings
• Corporate fitness (Hansefit) and group sports events
• Cross-departmental project collaboration—exciting tasks and opportunities

Contact

Diversity enriches work life and opens up new possibilities. That’s why hannIT is actively committed to equal opportunities for all genders, consideration of individual life circumstances, the inclusion of people with disabilities, and collaboration on an equal footing. Regardless of gender, origin, or personal background, we welcome any application that meets the qualifications described.

To promote equal opportunity in this area, we especially encourage women to apply.
This position is generally suitable for part-time work.

Interested in a job in a dynamic IT environment with a regional focus?

Then please apply by August 9, 2026, with your complete application materials in German (cover letter, resume, transcripts, and references, if applicable) via our online job portal.