IT Service Desk Analyst

We are looking for a IT Service Desk Analyst to deliver first and second-line technical support to internal users. The role involves on-site support in our client's Cologne office, managing incidents, troubleshooting hardware/software issues, and ensuring high-quality customer service.

Responsibilities

• First point of contact for IT incidents via phone, email, and Service Portal
• Logging and managing incidents in ServiceNow
• 1st and 2nd level support for Windows 11, Microsoft 365, laptops, PCs, smartphones, printers
• Basic network troubleshooting
• Escalation of unresolved issues to infrastructure teams
• Asset tracking and updates
• Ownership of incidents until resolution, ensuring clear communication

• Minimum 2 years' experience in an IT Service Desk or similar support role
• Strong communication and customer-service skills

Experience with:

• Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Online)
• Windows 11
• Intune, SCCM
• Active Directory, Azure AD, MFA, SSO
• Citrix, Zscaler, remote-access tools
• Incident management experience
• Fluent German + good English
• Ability to work fully on-site in Cologne
• Willingness to travel within Germany/Europe if needed

Nice to Have

• ITIL Foundation certification