1st Line Service Support Analyst

Our client, a global leading consultancy, is currently seeking a Service Analyst to join their team . This is a unique opportunity to work with industry experts and contribute to high-profile projects while ensuring the delivery of compliant and traceable project documentation.

Key Responsibilities

- Serve as the first point of contact for end-users experiencing IT issues, providing immediate assistance and resolution.

- Log, categorize, and prioritize incoming help desk tickets, ensuring accurate documentation and timely follow-up.

- Troubleshoot and resolve common technical problems related to Dell and Apple hardware within a Windows environment.

- Guide users through step-by-step solutions via phone, email, or remote assistance tools.

- Escalate complex issues to second line support or other technical teams when necessary.

- Maintain a high level of customer service, adhering to the White Glove Service standards.

- Collaborate with team members to share knowledge and improve overall service delivery.

- Support the setup and configuration of new user accounts and hardware, ensuring readiness for new employees.

- Provide feedback on recurring technical issues to contribute to the continuous improvement of IT services.

- Be available for weekend support on an exceptional basis, as required by the business needs.

Requirements:

- Strong proficiency in supporting both Dell and Apple hardware in a Windows environment.

- Excellent communication skills in English

- A major plus if candidate can speak German

- Ability to work independently and as part of a team, with a strong commitment to customer service excellence.

- Familiarity with IT service management tools and processes, including ticketing systems and remote support software.

- Willingness to work standard business hours with the option for weekend support as needed.