Help Desk Analyst

About the Role

Agir pour le Climat et l'Environnement is looking for a dedicated Help Desk Analyst to join their IT support team based in Germany. This full-time position involves providing first-contact technical assistance to employees and users, aimed at swiftly diagnosing and resolving hardware, software, and networking issues while delivering exceptional customer service and maintaining detailed support records.

Key Responsibilities

• Deliver first-level support using phone, email, chat, and remote tools.
• Troubleshoot and repair issues involving hardware, software, network, and systems.
• Log and manage support tickets through the organization's help desk software.
• Escalate more complex concerns to senior IT personnel as required.
• Configure, install, and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Help users with password resets, account management, and application installations.
• Keep accurate and current documentation on incidents, solutions, and IT processes.
• Monitor system health and identify recurring technical problems.
• Assist in onboarding by preparing IT infrastructure and user accounts for new staff.
• Keep abreast of emerging technologies and assist in enhancing the IT support service quality.

Qualifications and Skills

• Bachelor's degree in IT, Computer Science, Information Systems, or equivalent relevant experience.
• Prior experience in IT/technical/help desk support or customer service is preferred but not mandatory.
• Basic understanding of Microsoft Windows and Office.
• Awareness of network fundamentals including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting.
• Basic knowledge of Active Directory, Microsoft 365, and ticket systems (e.g., ServiceNow, Jira, Zendesk) is advantageous.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication and customer service skills.
• Ability to manage priorities in a busy work setting effectively.
• Eagerness to learn and upgrade technical skills continuously.
• Proficient English language skills; German language proficiency is a plus but not required.