We are recruiting for an IT Support Analyst, essential to maintaining the efficient operation of our client's information technology systems within the energy sector.

This role involves providing technical assistance and support to end-users, their applications, and devices on-site in Hamburg, with occasional travel within Europe. Success in this position requires a blend of technical proficiency, strong communication skills, and a dedication to delivering top-tier support services.

The Role and Responsibilities:

• Providing end-user technical support for IT issues via phone, ticketing system, or in person, and assisting with the setup and configuration of computers, mobile devices, and software.
• Promptly troubleshooting hardware, software, network, and connectivity issues, investigating recurring problems, identifying root causes, and implementing preventive measures.
• Logging, tracking, and prioritising support requests through a service management system, ensuring timely resolution in line with SLAs, and escalating complex or unresolved issues to higher-level support teams as necessary.
• Assisting with user access management, including provisioning and de-provisioning accounts in accordance with IAM and security protocols, while adhering to ITIL, ISMS, and ISO 27001 standards.
• Maintaining accurate records of IT assets, including hardware and software licences, within the asset management system, and recommending purchases based on user needs.
• Performing routine maintenance tasks such as software updates, patches, and hardware upgrades, as well as installing, configuring, and troubleshooting various hardware components including desktops, laptops, mobile devices, printers, and peripherals.
• Keeping documentation of common issues, solutions, and procedures up-to-date to build a knowledge base for end-users and colleagues, and conducting training sessions or workshops to educate end-users on IT best practices and tools.

Qualifications:

• A degree in Computer Science, IT, or equivalent professional experience.
• Excellent communication and interpersonal abilities.
• Proficient in Service Management and remote support tools.
• Continuously updated on industry trends and emerging technologies.
• Fluent in both written and spoken German and English, with the ability to work independently and collaboratively in teams.
• A responsible, self-reliant work approach.
• Expertise in managing Windows client systems, Office 365, and Microsoft Teams.