Job Description

Job Summary:

The IT Service Desk Analyst provides first-line technical support and assistance to end-users across the organization. This role involves responding to incoming support requests via phone, email, or ticketing system, diagnosing technical issues, and ensuring quick resolution or escalation. The analyst is responsible for maintaining high customer satisfaction and contributing to IT service delivery aligned with ITIL best practices.

Key Responsibilities:

1. Incident Management

Serve as the first point of contact for end-users seeking technical assistance. Record, classify, and prioritize incidents and service requests in the ITSM system. Troubleshoot and resolve hardware, software, network, and account-related issues. Escalate complex incidents to second/third-level support teams when necessary.

2. Service Request Fulfillment

Support onboarding and offboarding processes, including account setup and hardware issuance. Reset passwords, unlock user accounts, and manage access requests. Install, configure, and update standard software and applications.

3. System Administration & Monitoring

Monitor systems, network alerts, and IT service health dashboards. Support Active Directory, Exchange, and Microsoft 365 administration. Assist with VPN setup, remote desktop connectivity, and endpoint security compliance.

4. Communication & Documentation

Communicate effectively with users to provide timely updates on incident progress and resolutions. Maintain detailed documentation of issues, solutions, and procedures in the knowledge base. Participate in process improvement initiatives and suggest enhancements for user experience.

5. Service Excellence

Maintain SLA compliance and high first-contact resolution (FCR) rates. Ensure customer satisfaction by providing professional, empathetic, and efficient service. Support VIP and executive users with priority handling when required.

Qualifications & Skills:

Education:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

Experience:

1–3 years of IT Service Desk or Technical Support experience.

Technical Skills:

Windows 10/11, macOS support Microsoft 365 (Exchange Online, Teams, SharePoint) Active Directory, password reset, group policy basics VPN, remote access, and basic network troubleshooting ITSM tools (ServiceNow, Jira, BMC, or similar)

Soft Skills:

Strong problem-solving and multitasking ability Excellent communication and customer service skills Ability to work under pressure and manage time effectively Team player with a proactive and positive attitude

Preferred Certifications:

CompTIA A+ or Network+ ITIL Foundation Certification Microsoft Certified: Modern Desktop Administrator Associate
Job Types: Full-time, Contract
Contract length: 12 months

Application Question(s):

Do you have valid work permit in Germany? Can you join us immediately?
Language:

German (Required) English (Required)
Location:

Berlin (Berlin) (Required)
Work Location: In person