Service Desk Analyst L2 (m/w/d) in Hamburg, München oder Hannover
Core
Deliver high-quality IT support as a Level 2 escalation point, ensuring operational continuity and driving service improvement.
Role type
Senior Service Desk Analyst (Level 2)
Builds
IT support services for local and remote users
Domain
IT Support / Service Desk
Required skills
Windows 11 administration, network troubleshooting, ticketing systems (ServiceNow/Jira/Ivanti), ITIL processes, Microsoft 365, Azure AD, macOS support, complex issue diagnosis
Preferred skills
macOS ecosystem expertise, ITIL v4 Foundation certification, Microsoft Modern Desktop Administrator certification, CompTIA A+/Network+ certifications
Technologies
Windows 10/11, macOS, Microsoft 365, Azure AD, ServiceNow, Jira, Ivanti
Responsibilities
Resolve escalated Level 1 incidents and complex service requests, manage tickets per ITIL v4 SLAs, mentor junior analysts, produce knowledge articles and user guides, collaborate with Infrastructure and Security teams, identify recurring issues for problem management, assist with onboarding/offboarding and hardware lifecycle management.
Seniority
Senior, hands-on IC