Senior Analyst – German Speaking IT Support

About the role

The Senior Analyst provides first‑line technical support to employees and store staff, handling hardware, software, network and access issues. Fluency in German and English is required to ensure a high‑quality customer experience and compliance with service level agreements.

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 password resets, user account creation and access permissions.
• Escalate complex issues to Level 2/3 support and log all incidents accurately.
• Document support activities and provide guidance on store procedures and policies.
• Maintain high login efficiency, meet SLA targets and contribute to knowledge‑base updates.

Required profile

• 1‑2 years of Service Desk experience.
• Fluent in German and proficient in English.
• Ability to work in shifts and follow security and process compliance.

Required skills

• Hardware troubleshooting (laptops, desktops, printers, POS).
• Operating systems: Windows, macOS.
• Productivity software: Microsoft Office.
• Active Directory, VPN configuration.
• Ticketing tools: ServiceNow, Jira.
• Remote desktop support using Windows tools.