Helpdesk Analyst (m/w/d)
Core
First-level IT support analyst handling technical inquiries, incidents, and service requests for end-users via phone, email, and chat.
Role type
Helpdesk Analyst (L1 Support)
Builds
IT support services and user access management
Domain
IT Support / Desktop & Endpoint Management
Deliverable
client delivery
Required skills
Windows 10/11 support, Microsoft 365 administration, Active Directory, Microsoft Entra ID, ITSM tools, remote support, hardware/software troubleshooting, network basics (TCP/IP, DNS, DHCP, VPN)
Preferred skills
Documentation creation, user onboarding/offboarding support, cross-team collaboration
Technologies
Microsoft 365, Active Directory, Microsoft Entra ID, ServiceNow, Jira
Responsibilities
First-level support for end-users, analysis and resolution of hardware/software/network/M365 issues, incident and service request management, user account administration, device installation and configuration, network connectivity troubleshooting, technical documentation maintenance
Seniority
Junior to Mid-level, hands-on IC