Senior IT Analyst – German Speaking Support

About the role

The Senior Analyst will provide first‑line technical support to employees and store staff, handling hardware, software, network and access‑management issues. Fluency in German and English is required to ensure a high‑quality customer experience across the organization.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing systems.
• Troubleshoot hardware (laptops, desktops, printers, POS, inventory devices) and software (OS, Microsoft Office, email).
• Manage user accounts, password resets and access permissions in Active Directory and VPN.
• Escalate complex incidents to Level 2/3 support and log all activities accurately.
• Maintain service level agreements (SLAs) for ticket volume, resolution time and first‑call resolution.
• Update knowledge base articles and pursue self‑development to improve technical expertise.

Required profile

• Minimum 1–2 years of Service Desk experience.
• Fluent in German and proficient in English.
• Customer‑first attitude with strong communication and documentation skills.
• Ability to work in shifts and adapt to retail store environments.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Windows OS and macOS
• Microsoft Office suite
• Active Directory
• VPN configuration
• ServiceNow or Jira ticketing tools
• Remote desktop support
• POS and inventory management systems