Technical IT Support Analyst German - 6 Month Fixed-Term Contract

Job Description

The IT Analyst - Technical Support (German Speaker) is key for the technical support of End Users across Europe, including support for virtual desktops (VDI), e-Mail, IM, desktop/mobility services, audio/web/video conferencing, SharePoint/Intranet and Office 365 environments. This role has an impact on our financial performance, service and customer loyalty through Business users experience in the locations and in the headquarters.

Please note this is a Fixed term - 6 months contract. German language level must be equivalent to native German speaker.

What You'll Do:

TECHNICAL SUPPORT

• Provide 1st and 2nd level technical support to European VDI users, via telephone, e-mail and chat.
• Apply methodical Problem Analysis to determine root causes of complex issues.
• Provide effective Senior Management Team & Executive support.
• Set-up, configure and troubleshoot Hardware (Thin/Zero Clients), Software, Printers, Telephony, Networks, Video Conferencing equipment.

CUSTOMER SERVICE

• Provide best in class end user services, inclusive of excellent user experience, clear communication, and effective problem resolution.
• Build strong relationships with end users, peers, stakeholders, and vendors.

COMMUNICATION

• Ability to communicate effectively with various levels of leadership within the organization.
• Effective communication to explain issues and resolutions to customers with varying levels of technical skills.
• Write and review high quality technical documentation, end user guides and training material.

CONTINUOUS IMPROVEMENT

• Encourage and maintain a 'Best practice sharing culture', always striving to find ways to improve service and change mind set.
• Proactively review processes and workflow for efficiencies.

What We're Looking For:

Fluency in German and English.

• Minimum 2 years' experience as a desktop support analyst working in IT infrastructure support and service delivery environment.
• Demonstrated ability to resolve IT issues in a large-scale organization with multiple IT resolver groups.
• Effective communication skills both written and oral.
• Experience in supporting Windows 10 operating systems, VMware VDI, Microsoft O365 suite, print services, mobility (MDM), desktop security products.
• Familiarity with ITIL processes, desktop support processes and ServiceNow incident and workflow management system.
• Good working knowledge of networking and telephony protocols.

What You'll Get:

• 40% off any standard Hertz Rental in Corporate countries.
• Hybrid/flexible working arrangements
• 22 days holidays on hire rising to 27 days with service.
• Occupational Pension Scheme with up to 5% company matched contribution.
• Life Cover payable at 4 times base salary.
• Profit Share Scheme
• Employee Friends & Family rental discount (40% discount for employee & partner; 30% discount for up to 8 additional family/friends)
• Tuition support plus access to compressive online learning platform
• 10 days paid study leave & paid exam leave where exams fall during work hours.
• Income protection for long term illness
• Professional membership fees paid in full annually where membership relates directly to role.
• Bike to Work & Travel Pass schemes.
• Free onsite gym with personal training available as well as daily fitness classes
• Employee Assistance Programme for employees and family
• Onsite Occupational Health support
• Discounted Microsoft at Home plan
• Christmas savings scheme
• Subsidised staff restaurant with library & games area, self-catering facilities also available
• Free parking