Workplace Service Analyst

Location: Germany , Oberursel (Onsite)

Job Overview

Workplace Service Analyst plays a crucial role in ensuring smooth IT operations and an optimal user experience across the organization. This role is responsible for providing hands-on, second-line technical support, troubleshooting, and resolving complex IT issues for employees onsite. The specialist will also oversee the successful delivery of key IT services to the global business, including deskside support, telephony, printing, audiovisual systems, software, hardware, and asset management, ensuring reliable and consistent service standards are met worldwide.

Key Responsibilities

Technical Support and Issue Resolution:

• Provide second-line support for escalated technical issues, resolving tehcnical problems related to software, hardware, networking, and peripherals. Collaborate with other IT teams to ensure fast, effective resolutions and minimal downtime for users.

Global Service Delivery:

• Support the delivery of IT services globally, including deskside assistance, mobile and fixed telephony, print services, audiovisual support, software and hardware deployment, asset management, remote troubleshooting, and maintenance of the global image. Ensure all services align with organizational standards and deliver high-quality support across all sites.

Incident and Request Management:

• Track and respond to incidents and service requests using the IT service management platform, ensuring accurate logging, timely updates, and efficient resolutions. Escalate unresolved issues to third-line support when necessary.

User Training and Onboarding:

• Assist with onboarding new employees by setting up IT equipment, configuring accounts, and providing introductory training on workplace tools and systems. Offer ongoing support to enhance users' understanding of IT processes and tools.

Hardware and Software Management:

• Monitor the health of IT assets and manage the lifecycle of laptops, desktops, mobile devices, and other hardware, including inventory and maintenance.

AV and Meeting Support:

• Provide onsite support for audiovisual and conferencing equipment, ensuring that meetings and events run smoothly. Troubleshoot technical issues and liaise with vendors when needed to maintain AV systems.

Collaboration with Vendors and Contractors:

• Work with external service providers and contractors to address technical requirements and troubleshoot issues related to printing, telephony, and other managed IT services

Documentation and Reporting:

• Maintain clear and accurate documentation for technical procedures, troubleshooting steps, and resolved issues. Contribute to regular reporting on IT support metrics, identifying areas for improvement in service delivery.

Qualifications

Experience: 3+ years in IT support, with a focus on second-line or deskside support within a corporate environment.

Skills:

• Proficiency in troubleshooting hardware, software, network issues, and end-user devices.
• Strong knowledge of Windows and Mac operating systems, along with common business applications (Microsoft Office Suite, VPN, etc.).
• Experience with IT service management tools (e.g., ServiceNow)
• Familiarity with AV equipment, telephony systems, printing solutions, and remote support tools.
• Excellent problem-solving skills and a methodical approach to diagnosing technical issues.
• Physical Requirements: Ability to lift up to 30 pounds, move IT equipment, and perform hands-on tasks onsite.

Personal Attributes:

• Excellent customer service orientation and communication skills.
• High attention to detail, with a proactive and organized approach.
• Adaptable, with the ability to work effectively in a fast-paced and changing environment.
• Should be a native German Speaker.

Preferred Qualifications

• Certification in IT support or service management (e.g., ITIL, CompTIA A+) or any relevant Microsoft certifications.
• Experience with global IT service delivery and asset management.
• Knowledge of security best practices and basic networking.

Who We Are?

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

What we offer?

A career path, want to achieve great goals with you and we will talk about our great benefits soon after receiving your application.

Your X-Factor

Work ethic: You are a consummate professional.

Aptitude: You have an innate capacity to transition from project to project without skipping

a beat.

Communication: You have excellent written and verbal communication skills for coordination across projects and teams.

Impact: You are a critical thinker with an emphasis on creativity and innovation.

Passion: You have the drive to succeed paired with a continuous hunger to learn.

Leadership: You are trusted, empathetic, accountable, and empower others around you.