Senior Analyst – English & German Windows Support

About the role

We are looking for a Senior Analyst to provide first‑line technical support in both English and German. The role focuses on remote desktop assistance, troubleshooting hardware, software and network issues, and ensuring smooth store operations for our retail environment.

Key responsibilities

• Respond to IT service requests via phone, email and ticketing systems.
• Troubleshoot hardware (laptops, desktops, printers, POS) and software (Windows, macOS, Microsoft Office, email).
• Manage password resets, user account creation and access permissions using Active Directory and VPN.
• Escalate complex incidents to Level 2/3 support and document all actions in ServiceNow or Jira.
• Maintain SLA compliance, high CSAT scores and accurate worklogs.
• Update the knowledge base and pursue self‑development to improve technical expertise.

Required profile

• 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
• macOS
• Microsoft Office suite
• Active Directory
• VPN connectivity
• ServiceNow ticketing
• Jira ticketing
• Remote Desktop support tools