IT Service Desk Analyst

The Technical Support Analyst is responsible for delivering high-quality Tier 1 technical support to end users across the organization. This role serves as the first point of contact for all incoming IT support requests via phone, email, and ticketing systems, with a strong focus on achieving first-call resolution.

This position plays a critical role in supporting clinical and business operations by addressing immediate technical needs-especially those impacting patient care. The analyst provides troubleshooting, consultation, and basic instruction on a wide range of IT systems, ensuring timely and effective solutions.

Key Responsibilities

Provide Tier 1 technical support for hardware, software, operating systems, telephony, unified communications, networking, and identity management systems

Receive, triage, and resolve incoming support requests via phone, email, and ticketing system with a focus on first-call resolution

Diagnose issues by identifying whether problems are related to software, hardware, or network and determine appropriate solutions or escalation paths

Document all incidents, service requests, and troubleshooting steps accurately within the ticketing system

Manage and prioritize assigned tickets, ensuring timely updates, resolution, and communication with end users

Support system access requests, including provisioning and deprovisioning user accounts while ensuring compliance with security policies

Collaborate with internal teams, vendors, and external partners to resolve complex or non-routine technical issues

Provide just-in-time training and guidance to users as needed

Maintain service level agreements (SLAs) through prompt and professional communication

Contribute to knowledge management by providing feedback and updating documentation to improve service desk operations

Monitor and report on service desk performance and identify opportunities for process improvement

Escalate high-priority or sensitive issues to management when necessary

High School Diploma or equivalent.

Strong verbal, written, and typing skills.

Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success.

Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.

Ability to act independently and make decisions within the scope of the position’s responsibilities.

Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.

Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.

Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.

Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

• Disability insurance
• Health insurance
• Tuition reimbursement
• 401(k) matching
• Opportunities for advancement
• Referral program, The pay rate for this role is USD 22-32 per hour., €45,000 - €55,000

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IT Service Desk Mitarbeiter/in (m/w/d)

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IT Service Desk Mitarbeiter/in (m/w/d)

Berlin + 0 more

DIS AG Germany €35,000 - €43,500

IT Service Desk Mitarbeiter/in (m/w/d)

DIS AG Germany

Berlin + 0 more €35,000 - €43,500

IT Service Desk Mitarbeiter/in (m/w/d)

Berlin + 0 more

DIS AG Germany €35,000 - €43,500

At Bg Prevent, we shape healthy working environments through occupational safety and health initiatives across more than 150 locations with a team of over 3,700 employees.