Senior IT Support Analyst (German/English) – Windows & Retail

About the role

The Senior Analyst provides first‑line technical support to employees and store staff, handling hardware, software, network and access‑management issues. The role requires fluent German and English to ensure high‑quality remote desktop support and a positive customer experience.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing systems (ServiceNow, Jira).
• Troubleshoot hardware (laptops, desktops, printers, POS, inventory devices) and software (Windows, macOS, Microsoft Office, email).
• Manage user accounts, password resets, Active Directory and VPN access.
• Escalate complex issues to Level 2/3 support and document all activities accurately.
• Maintain SLA compliance, monitor call quality, and achieve high CSAT scores.
• Update knowledge base and pursue self‑development to improve technical skills.

Required profile

• Minimum 1–2 years of Service Desk experience.
• Fluent in German and English with strong communication skills.
• Customer‑first attitude and ability to work in shifts.

Required skills

• Windows operating system troubleshooting.
• macOS basics.
• Microsoft Office suite.
• Active Directory and VPN management.
• Remote desktop support tools.
• Ticketing platforms such as ServiceNow and Jira.
• Hardware support for laptops, desktops, printers and POS systems.
• Basic networking concepts.