Act as the first point of contact for incoming incidents and service requests, ensuring tickets are handled efficiently within agreed service level timeframes.
Deliver first-line technical support by troubleshooting and resolving user issues, while collaborating with specialist teams where needed.
Help continuously improve our support environment by contributing to the knowledge base with solutions, fixes, and process documentation.
Create a positive support experience by assisting end-users in a friendly, approachable, and solution-oriented manner.
Set up and relocate end-user equipment, ensuring employees have everything they need to work effectively.
Configure and troubleshoot meeting room and office technology to support smooth collaboration across teams.
Provide support for business-owned mobile devices, helping users stay connected and productive wherever they work.

Strong people and communication skills
A proactive and supportive mindset
First experience in IT support, service delivery, or customer service
Good knowledge of Windows 10+, Microsoft 365, and basic IT troubleshooting
Familiarity with remote support tools, mobile devices, and basic networking concepts (LAN/Wi-Fi)
Strong documentation and organizational skills
fluent in German and English
Nice to Have: ITIL Foundation certification
Knowledge of VoIP systems and mobile device management tools
One-years’ experience in an IT Service Delivery role.
Customer Service experience
Experience with Microsoft 365 administration centres and tools.

Hybrid working model combining remote work and office presence
Flexible working hours based on trust and autonomy
30 days of annual leave
Workation opportunities – work from a location of your choice, with no restriction to Europe; the whole world is open to you
Childcare allowance and employer contribution to a company pension scheme
Discounts in the company canteen and the on-site gym
Excellent public transport connections and plenty of free underground parking spaces, including charging stations for electric vehicles, ensuring a comfortable commute
Personal and professional development opportunities, such as language courses, tailored training programs, and seminars
A dynamic work environment with plenty of room for independent work, proactive contribution of ideas for new projects and processes, and a high level of creative freedom

IT Help Desk Analyst – m/w/d

Key skills