IT Service Desk Analyst

TL;DR

IT Service Desk Analyst (Support): Providing first-level technical assistance to internal users within a global corporation with an accent on ITIL process adherence and ticketing system management. Focus on resolving hardware and software issues, maintaining documentation, and delivering high-quality service at the Neckartenzlingen facility.

Location: Must be based in Neckartenzlingen, Germany (Onsite)

Company

hirify.global is a global leader in connectivity and networking solutions, dedicated to solving complex connectivity challenges through innovation.

What you will do

• Provide first-level technical support via the ticketing system in accordance with ITIL standards.
• Manage inbound calls through the global service desk call center solution.
• Deliver on-site IT support at the Neckartenzlingen facility.
• Monitor shared group email inboxes to ensure requests are accurately logged.
• Maintain and update technical and customer-facing documentation, processes, and procedures.
• Participate in a rotating on-call schedule, including weekends.

Requirements

• Fluency in English and German is mandatory.
• Strong customer-service orientation and ability to manage stressful situations.
• Basic understanding of ITIL v3 concepts and practices.
• Capability to explain technical issues to both technical and non-technical audiences.
• Commitment to maintaining knowledge of IT hardware, software, and industry trends.
• Must be able to work on-site in Neckartenzlingen.

Culture & Benefits

• Opportunity to work within a global community shaping intelligent connectivity.
• Collaborative environment focused on professional growth and development.
• Contribution to global innovation projects and continuous improvement initiatives.
• Structured role with clear performance targets and KPI measures.