IT Service Desk Analyst
Posted 1 day ago by 1773818662
Negotiable
Undetermined
Onsite
Germany
Summary: The IT Service Desk Analyst role is based in Cologne, Germany, and involves providing day-to-day IT support as the first point of contact for employees needing assistance with systems, applications, or devices. The position requires troubleshooting a variety of issues and managing service requests while escalating complex problems to the infrastructure team. The analyst will support users in a Microsoft 365 environment and manage user accounts through Active Directory. This role is essential for maintaining a high level of service and user satisfaction within the organization.
Key Responsibilities:
- Acting as the first point of contact for IT incidents and service requests
- Logging and managing tickets via phone, email and self-service portal
- Providing 1st and 2nd line support for internal users
- Troubleshooting issues across laptops, desktops, printers and mobile devices
- Supporting users across the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive)
- Managing user accounts and access through Active Directory / Azure AD
- Supporting endpoint management tools such as Intune or SCCM
- Maintaining asset records and updating the IT asset database
- Escalating more complex issues to the Infrastructure team when required
- Keeping users informed with clear updates and maintaining a strong service mindset
Key Skills:
- Around 2+ years’ experience in an IT Service Desk or Helpdesk role
- Experience working with a ticketing system such as ServiceNow or similar ITSM tools
- Good knowledge of Microsoft 365 and Windows environments
- Experience with Active Directory / Azure AD and user access management
- Exposure to endpoint management tools (Intune or SCCM)
- Strong communication skills and a customer-focused approach
- Fluent German and English
Salary (Rate): £275 p/day
City: Cologne
Country: Germany
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT Service Desk Analyst
Cologne, Germany - Office Based
We’re working with an international organisation looking to add an IT Service Desk Analyst to their internal technology team in Cologne.
This role sits at the centre of day-to-day IT support. You’ll be the first point of contact for employees who need help with their systems, applications or devices, resolving issues directly where possible and escalating more complex problems to the infrastructure team when needed.
It’s a varied role where you’ll deal with everything from Microsoft 365 queries and device issues to access requests and general troubleshooting.
What you’ll be doing
-
Acting as the first point of contact for IT incidents and service requests
-
Logging and managing tickets via phone, email and self-service portal
-
Providing 1st and 2nd line support for internal users
-
Troubleshooting issues across laptops, desktops, printers and mobile devices
-
Supporting users across the Microsoft 365 environment (Exchange, Teams, SharePoint, OneDrive)
-
Managing user accounts and access through Active Directory / Azure AD
-
Supporting endpoint management tools such as Intune or SCCM
-
Maintaining asset records and updating the IT asset database
-
Escalating more complex issues to the Infrastructure team when required
-
Keeping users informed with clear updates and maintaining a strong service mindset
What they’re looking for
-
Around 2+ years’ experience in an IT Service Desk or Helpdesk role
-
Experience working with a ticketing system such as ServiceNow or similar ITSM tools
-
Good knowledge of Microsoft 365 and Windows environments
-
Experience with Active Directory / Azure AD and user access management
-
Exposure to endpoint management tools (Intune or SCCM)
-
Strong communication skills and a customer-focused approach
-
Fluent German and English
ITIL knowledge would be useful, though it’s not essential.
This role is office based in Cologne, working closely with the wider IT team to support employees across the business.