L1 Service Desk Analyst (German & English)
Core
First-line IT support analyst providing technical assistance for hardware, software, and connectivity issues via phone, chat, email, and ticketing systems.
Role type
L1 Service Desk Analyst
Builds
IT service delivery for enterprise users
Domain
IT Services / Enterprise Support
Deliverable
client delivery
Required skills
Windows 11 support, Microsoft 365 administration, Active Directory/Entra ID basics, ServiceNow usage, mobile device troubleshooting (iOS/Android), VPN configuration, hardware troubleshooting, password resets, account unlocks, incident documentation
Preferred skills
Fast-paced environment adaptability, independent work, team collaboration
Technologies
Windows 11, Microsoft 365, Microsoft Teams, Outlook, Active Directory, Entra ID, ServiceNow, iOS, Android
Responsibilities
Act as first point of contact for IT incidents and service requests; Troubleshoot hardware, software, OS, and connectivity issues; Perform password resets and basic user administration; Support Microsoft 365 and collaboration tools; Assist with VPN, remote access, and mobile device issues; Install and configure standard software; Escalate complex incidents to L2; Maintain accurate ticket documentation and ensure SLA compliance
Seniority
Entry-level (0-2 years experience)
