Service Desk Analyst L2 (m/w/d) in Hamburg, München oder Hannover

Service Desk Analyst L2 (m/w/d)

The Senior Service Desk Analyst plays a critical role in delivering high-quality IT support, ensuring operational continuity, and driving continual service improvement across the organisation. Operating as a Level 2 escalation point, this role combines advanced technical capability with strong customer-centric communication, mentoring of colleagues, and a proactive approach to service excellence.

L2 Service Desk analysts support both local and remote users and collaborate closely with other teams and actors within the IT organisation, notably Infrastructure, Security, Compliance, and application teams to ensure seamless service delivery.

Fluency in both English and the local language of the office the service desk analyst is based in is essential, both written and verbal. Proficiency in other languages is desirable.

Required Skills & Experience

• Strong experience in a Service Desk or IT Support environment, ideally in a Level 2 or senior analyst capacity.
• Solid knowledge of Windows 11 administration and troubleshooting.
• Strong understanding of networks.
• Basic understanding of databases.
• Basic understanding of core business functions (to assess the implications of service disruptions)
• Experience with macOS and the Apple ecosystem (desirable but not essential).
• Working knowledge of Microsoft 365, Azure AD, and common enterprise SaaS applications.
• Familiarity with ITIL processes (Incident, Problem, Change, Service Request).
• Hands‑on experience with ticketing systems such as ServiceNow, Jira, Ivanti, or similar.
• Excellent troubleshooting and analytical skills, with the ability to diagnose complex issues.
• Strong communication skills, able to explain technical concepts clearly to non‑technical users and adapt communication to different audiences and seniority levels.
• Ability to work under pressure, manage competing priorities, and maintain professionalism in challenging situations.
• A proactive mindset with a strong desire to learn, develop, and contribute to continual service improvement.

ITIL v4 Foundation, Microsoft Certified: Modern Desktop Administrator, CompTIA A+ / Network+, Any relevant certifications in Microsoft 365, Azure, macOS, or endpoint management

Key responsibilities

• Provide advanced Level 2 technical support, resolving escalations from Level 1 analysts and handling more complex incidents and service requests.
• Take proactive ownership of onsite IT services, ensuring availability, reliability, and adherence to operational standards.
• Troubleshoot and resolve issues across a broad range of technologies, including (but not limited to) Windows 10/11, macOS, Microsoft 365, Identity Systems, networking, hardware, mobile device management, and enterprise applications.
• Lead by example in delivering exceptional customer service, fostering a positive and professional service culture.
• Monitor, prioritise, and manage tickets in alignment with ITIL v4 practices and agreed SLAs, ensuring timely and high-quality resolution.
• Produce and maintain clear, accurate documentation, including incident notes, knowledge articles, FAQs, and user guides.
• Support knowledge management by mentoring junior analysts, sharing expertise, and contributing to training materials.
• Collaborate with Infrastructure, Security, Compliance, and application development teams to ensure smooth handover, escalation, and resolution of cross‑functional issues.
• Identify recurring issues and contribute to problem management, recommending improvements to reduce incident volume and enhance service stability.
• Assist with onboarding/offboarding processes, hardware lifecycle management, and local IT operational tasks as required.
• Work with the service desk leadership to ensure continual improvement and development of service desk processes and functions.