IT Support Analyst - Global Helpdesk (18 month fixed‑term contract) (m/f/d)
Core
First point of contact for IT-related questions, service requests, and technical incidents for internal users, providing remote and digital support.
Role type
IT Support Analyst (Global Helpdesk)
Builds
Reliable and scalable IT support for METRO's stores and logistics locations
Domain
Retail / Wholesale IT Support
Required skills
Incident logging and ticketing, Microsoft Windows, Microsoft 365, remote support tools, hardware troubleshooting, software troubleshooting, shift work coordination
Preferred skills
Active Directory, Azure, Exchange, SCCM, firewall knowledge, process optimization
Technologies
Microsoft Windows, Microsoft 365, ticketing systems, remote support tools, Active Directory, Azure, Exchange, SCCM
Responsibilities
Receive and log incoming requests via phone and digital channels; analyze and resolve hardware/software issues remotely; open, review, classify, prioritize, and document incidents; install, configure, and troubleshoot devices and applications; create and maintain knowledge base articles; identify recurring issues and propose process improvements; work in shifts to ensure service availability.
Seniority
Mid-level, hands-on IC