IT Service Desk Analyst

Job Title: IT Service Desk Analyst (VIP Support)

Location: Munich, Germany (Hybrid – 3 days onsite per week)

Salary: €55,000 + Benefits

Language Requirement: German (Both verbal and written required)

Skills required: Need to be experienced in supporting Senior execs (white glove support for partners/ VIP support), Office 365 support, Azure, Intune, Topdesk or ServiceNow, Interpersonal skills, Networking: troubleshooting (Meraki: reasonable understanding), Hardware( Lenovo, HP), Mobile devices, Mac OS, Jamf, Teamviewer, Rebuilding devices, Presentation skills, Teams troubleshooting, Knowledge management:

Overview

We are seeking a proactive and customer-focused IT Service Desk Analyst (VIP Support) to join a dynamic enterprise environment. This role is ideal for someone who combines strong technical troubleshooting skills with excellent communication and stakeholder management abilities, particularly when supporting senior executives and business-critical users.

Key Responsibilities

• Provide high-quality 1st line plus support across Windows/Microsoft, Apple (macOS), and mobile platforms
• Troubleshoot and resolve issues related to Office 365 and Microsoft Teams
• Perform device builds, rebuilds, and provisioning for end users
• Diagnose and resolve basic to intermediate networking issues (connectivity, VPN, Wi-Fi, etc.)
• Log, track, and manage incidents and service requests using ServiceNow
• Maintain and update knowledge base documentation to ensure continuous improvement
• Deliver clear, professional communication to both technical and non-technical stakeholders, including senior leadership

Key Skills & Experience

• Proven experience in a Service Desk / IT Support (VIP Support) role
• Strong knowledge of Microsoft 365, Teams, and endpoint support
• Experience supporting macOS and mobile devices (iOS/Android)
• Familiarity with ServiceNow or similar ITSM tools
• Solid understanding of networking fundamentals
• Excellent problem-solving, communication, and customer service skills
• Ability to work in a fast-paced, professional services environment