Senior Analyst – German Speaking (IT Support)

About the role

The Senior Analyst – German Speaking provides first‑line technical assistance to employees and store staff, ensuring smooth daily operations across hardware, software, network and retail systems. Fluency in German and English is essential to deliver high‑quality remote desktop support and maintain strong customer satisfaction.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing tools (ServiceNow, Jira).
• Troubleshoot hardware (laptops, desktops, printers, POS, inventory devices) and software issues (Windows, macOS, Microsoft Office, email systems).
• Manage user accounts, password resets, access permissions and VPN connections.
• Escalate complex incidents to Level 2/3 support and log all activities accurately.
• Document support actions, update the knowledge base and follow security and process compliance.

Required profile

• Minimum 1‑2 years of Service Desk experience.
• Fluent in German and proficient in English.
• Ability to work in shifts and handle a high volume of tickets.

Required skills

• Windows and macOS operating systems.
• Microsoft Office suite.
• Active Directory and VPN administration.
• ServiceNow and Jira ticketing tools.
• Remote Desktop support and Windows diagnostic tools.