L1 Service Desk Analyst

Quick Facts

• Role: L1 Service Desk Analyst (first point of contact)
• Support channels: phone, chat, email, ticketing system
• Languages: German (C1) and English (C1)
• Focus areas: Windows, Microsoft 365, user accounts, connectivity, and standard applications

Description

You will provide first-line IT support for incidents and service requests in an international environment. Handle user support requests in German and English, resolve common hardware/software/OS/connectivity issues, and support Microsoft 365, VPN, remote access, and mobile devices. Escalate more complex incidents to L2 and maintain accurate ticket documentation.

Responsibilities

• Act as the first point of contact for IT incidents and service requests
• Support users via phone, chat, email, and the ticketing system
• Troubleshoot issues across hardware, software, operating systems, and connectivity
• Perform password resets, account unlocks, and basic user administration
• Support Microsoft 365, VPN, remote access, and mobile devices
• Install, configure, and support standard applications
• Escalate complex incidents to L2 and document tickets accurately

Requirements

• German at C1 level
• English at C1 level
• Up to 2 years of experience in Service Desk, Help Desk, Desktop Support, or IT support
• Knowledge of Windows operating systems
• Knowledge of Microsoft 365
• Strong analytical and troubleshooting skills
• Strong customer focus and communication skills
• Ability to work in a fast-paced Service Desk environment
• Independence, teamwork, and good work organization

Benefits

Work in an international IT environment providing real first-line customer support.