IT Service Desk Analyst (m/f/d)

Alvarez & Marsal Deutschland GmbH; Frankfurt; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading professional services firm seeks a dynamic IT Service Desk Analyst in Frankfurt. This role involves providing user support, managing IT incidents, and maintaining systems to enhance productivity. Candidates should excel in customer service, troubleshooting, and possess solid technical skills.

Qualifikationen

• Experience in a similar IT Support role.
• Fluency in German and English required.
• Strong experience with ITIL framework.

Aufgaben

• Support all users via email, phone, or in person.
• Diagnose and resolve technology-related problems.
• Build, configure, install, and troubleshoot devices.

Kenntnisse

Customer Service

Problem Solving

Teamwork

Communication

ITIL

Technical Troubleshooting

Ausbildung

IT based qualifications such as A+, MTA, MCSA

Tools

SCCM

JAMF

MDM

Microsoft Azure

O365

Jobbeschreibung

Description

IT Service Desk Analyst (m/f/d) – based in Frankfurt

Alvarez & Marsal is an entrepreneurial and dynamic professional services firm, successful in everything we do, and we are growing fast. We are looking for a driven and hands-on IT Help Desk Analyst to support our growing IT Team.

Job Description:

The IT Service Desk Analyst (m/f/d) will support all users by email, telephone, remote support tools and/or direct contact for technology related problems. The IT Service Desk Analyst (m/f/d) will provide diagnosis, resolution, or escalation to other service desks, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst (m/f/d) is responsible for accurately logging calls, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, and assist on other assigned projects that will provide technical solutions to our user community through information support requests or as directed.

Responsibilities:

• Take ownership of user problems and be pro-active when dealing with user requests and issues.
• Maintain and monitor all network, security and computer systems to meet the organization’s current and future requirements.
• Analyze, diagnose, resolve or escalate reported issues, requests and outages in a timely manner.
• Build, configure, install, and troubleshoot laptops, mobile devices and tablets.
• Administer various software platforms including: O365/Azure, encryption, Unified Communications, MDM, storage and backup platforms.
• Willing to go the extra mile to provide outstanding level of support to maintain a high degree of customer service face-to-face, on email and via telephone.
• Demonstrate a willingness to work flexibly, sometimes outside of normal core hours supporting other offices in Europe and provide responses to service demands as agreed with the IT Director.

Essential Skills and Experience:

• Experience in a similar IT Support role, using ITIL framework in providing desk side support as well as use of Remote Support Tools to support users out of the office.
• Background in providing exceptional customer service and able to handle time sensitive situations face-to-face and over the phone.
• Previous experience using an incident management/tracking system is a must.
• Experience in providing support in a Windows 10 environment as well as Mac OS X – configure, deploy, support and using SCCM and JAMF.
• Experience in supporting mobile devices such as Apple and Android devices using an MDM platform such as MS Intune.
• Knowledge of LAN/WAN networking, TCP/IP troubleshooting and remote access VPN technology.
• Strong experience with Microsoft Azure, Office 365 administration – mailbox and account management.
• Exposure to Windows Server 2012, 2016, 2019, Exchange and Active Directory.
• Experience in provisioning and troubleshooting Cisco unified communication systems and Cisco Jabber.
• Experience in using and supporting MS Teams, SharePoint and other collaboration / conferencing tools such as Cisco WebEx.
• Being an all-round team player, people’s person, and able to work in an open environment is a must.
• Excellent written and verbal communications skills; fluency in German and English
• A good understanding of ITIL based structure.
• IT based qualifications such as; A+, MTA, MCSA or similar.

This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude. The role will be based in Frankfurt, with the occasional travel to different sites in Europe when needed.