IT Support Analyst - Global Helpdesk

Job Description

How you will make an impact 

At One Desk, you will not simply work in a traditional helpdesk. You will become part of a global support platform that combines local expertise with global standards. Together with colleagues from different countries, you will help shape modern support processes, evolve shared ways of working and contribute to reliable and scalable IT support for METRO. 

One Desk stands for a single entry point, connected collaboration and a consistent IT support experience.

The Global Helpdesk is the first point of contact for IT-related questions, service requests and technical incidents. Incoming requests are logged, analyzed, resolved or routed to Global Process Operations or the relevant specialized product and support teams.

One Desk combines country expertise and global capabilities with a clear focus on service standardization, automation, efficient incident management and continuous improvement. 

As our stores and logistics locations start early and remain active until late in the evening, the team provides service coverage through a structured shift model within the operating window from 5:30 a.m. to 10:30 p.m. and on Saturdays to 2p.m.

Your Responsibilities

• You are one of the first points of contact for IT-related questions and technical issues raised by our internal users. 
• You receive incoming requests by phone, through digital support channels and via remote support, record them centrally and assess the necessary resolution steps. 
• You analyze and resolve hardware and software issues using appropriate remote support tools. 
• You open, review, classify, prioritize and document incidents and service requests in our ticketing system. 
• You install, configure, support and troubleshoot Microsoft Windows, Microsoft 365, mobile devices, printers and various internal and external applications. 
• You work closely with local and global support, product and platform teams to ensure timely and sustainable issue resolution. 
• You support system enhancements, release changes and the rollout of new applications, end-user devices and hardware solutions. 
• You create and maintain documentation, knowledge articles and support materials and contribute to the development of a shared knowledge base. 
• You identify recurring issues and improvement opportunities, proactively propose solutions and contribute to the optimization and standardization of support processes. 
• You work in shifts and, together with the team, ensure User Service availability within the operating window from 5:30 a.m. to 10:30 p.m. and Saturdays until 2 p.m.

Qualifications

Required key competencies and qualifications

• You have completed vocational training in IT, for example as an IT Specialist for System Integration, IT Systems Technician, IT Systems Management Assistant, Information Technology Assistant or a comparable qualification. Alternatively, you have relevant professional experience. 
• You have practical experience in telephone-based or digital user support, a service desk or IT user support environment. 
• You have experience in the structured logging, processing and documentation of incidents and service requests in a ticketing system. 
• You have solid knowledge of Microsoft Windows operating systems and Microsoft Office or Microsoft 365. 
• Basic knowledge of common IT infrastructure components, such as clients, servers, Active Directory or Azure, Exchange, SCCM and firewalls, is an advantage. 
• You apply a methodical, structured and solution-oriented approach to troubleshooting. 
• You demonstrate strong customer and service orientation, communication skills and a professional manner. 
• You work independently, accurately and reliably while demonstrating a strong hands-on mentality. 
• You have strong organizational skills, set priorities effectively and maintain an overview when handling multiple requests. 
• You enjoy working in an international and agile environment and value collaboration across countries, teams and functions. 
• You are fluent in German and English, both written and spoken.

Additional Information

What do we offer at METRO.digital?

• Hybrid and agile work: thrive in a flexible, multicultural environment. 

At METRO.digital, we promote work-life balance through a hybrid working model. You’ll be part of self-organizing, multicultural teams that collaborate in an agile setup. 

• People development: when you grow so do we! 

We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career. 

• Support with individual solutions: we are people-caring! 

We offer support whenever you need it - at every stage of your professional journey. 

Want to know more about all our benefits? Discover more here.  

Let´s connect soon. Apply for the role now!     

Position grade within our career framework: IT Support Analyst ISA2 (Md3).