ICT Service Desk Analyst at Thorn SDS

Darmstadt, Indiana, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Oct, 26

Salary

0.0

Posted On

07 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Jira Service Management, ITSM, Technical Troubleshooting, Customer Service, Desktop Support, Asset Management, VPN Support, English Fluency, ITIL, PowerShell

Industry

IT System Operations and Maintenance

Description

Support the technology behind Europe's weather and climate satellites Are you passionate about technology, solving problems, and delivering exceptional customer service? We're looking for an experienced ICT Service Desk Analyst to join a high-performing team supporting one of Europe's most respected scientific organisations. In this role, you'll become the first point of contact for over 1,500 users, helping ensure the seamless operation of the technology that supports weather forecasting, climate monitoring, and critical satellite operations. What you'll be doing As part of a collaborative ICT Service Desk team, you'll provide first and second-line technical support across a modern Microsoft enterprise environment, delivering outstanding customer service while resolving incidents and service requests. Your day could include: Providing desktop support for Windows 11, Microsoft 365, Teams, Outlook, Adobe Acrobat and other enterprise applications Diagnosing and resolving hardware and software issues for laptops, desktops, mobile devices and peripherals Managing user accounts, passwords and access permissions using Active Directory and Microsoft Entra ID Supporting Microsoft Teams meetings and conferencing technologies Preparing, deploying and maintaining end-user devices using Microsoft Intune and Windows Autopilot Managing ICT assets throughout their lifecycle, including inventory, deployment and replacement Using Jira Service Management to manage incidents, requests and knowledge articles Working with colleagues across ICT to ensure timely resolution and continual service improvement. What we're looking for You'll be someone who enjoys helping people, thrives in a fast-paced environment, and takes pride in delivering excellent customer experiences. Ideally, you'll have: At least 5 years' experience in an ICT Service Desk or End User Support role Strong knowledge of Microsoft Windows 11 and Microsoft 365 Experience supporting Microsoft Teams, VPNs and remote users Active Directory and Microsoft Entra ID administration experience Experience with Microsoft Intune and Windows Autopilot device deployment Familiarity with Jira Service Management or similar ITSM platforms Excellent troubleshooting and analytical skills Outstanding communication skills and a genuine customer-first attitude Fluent written and spoken English (C2 level). German is an advantage. Bonus points if you have ITIL Foundation Microsoft 365 certifications CompTIA A+ PowerShell or automation experience Experience with enterprise hardware deployment and asset management Knowledge of ISO 9001 or ITIL-based service environments. Why join us? This isn't a typical Service Desk role. You'll work with modern enterprise technologies in an international environment where technology directly supports weather forecasting, climate science and satellite operations across Europe. You'll enjoy: Challenging and varied technical work Exposure to enterprise-scale Microsoft technologies Opportunities to develop new technical skills as technologies evolve A collaborative, international working environment The chance to make a real impact through excellent customer service and continual improvement. What you’ll get: 20 Statutory Vacation Days, + 10 Additional Vacation Days. German Public Holiday Days + Organisation Specific Holidays Subsidised Deutsche Bahn Ticket Subsidy to Welfare Activities Subsidy to Organisation Social Clubs Local Thorn Office with Co-working Spaces, Gym, Leisure Activities and Canteen Individual Educational Programme Support Access to a wide range of Training Material and Programmes Flexible and Hybrid Working Options Apply If you're someone who... Loves solving technical problems Enjoys helping people Takes ownership of issues from start to finish Communicates confidently with users at all levels Wants to work with modern technologies in an organisation that makes a global difference ...we'd love to hear from you. Apply today and help keep mission-critical technology running for one of Europe's leading scientific organisations. All applicants must already hold the Right to Work in Germany as sponsorship cannot be provided for this role. The working language for this mission is English, and all applications / CVs must be submitted in English.

Responsibilities

Provide first and second-line technical support for over 1,500 users within a Microsoft enterprise environment. Manage end-user devices, user accounts, and ICT assets while resolving incidents via Jira Service Management.