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 at METRO stores and logistics locations.
Role type
IT Support Analyst (Service Desk)
Builds
Reliable and scalable IT support for METRO's global retail and logistics operations.
Domain
Retail / Logistics IT Support
Required skills
IT vocational training or equivalent experience, telephone/digital user support, incident logging in ticketing systems, Microsoft Windows, Microsoft 365, basic IT infrastructure knowledge (AD, Azure, SCCM)
Preferred skills
Troubleshooting methodology, customer service orientation, organizational skills, agile environment experience
Technologies
Microsoft Windows, Microsoft 365, Active Directory, Azure, Exchange, SCCM, firewalls
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 shifts to ensure service availability.
Seniority
Mid-level, hands-on IC