Senior IT Support Analyst M/F/X - Dusseldorf

Requirements

Must have:

• Proven experience in a Senior IT support role, within a global or multi-site environment.
• Excellent communication skills in German and English (written and verbal).
• Degree in Computer Science, Information Technology, or equivalent professional experience.
• Industry certifications; ITIL, Network A+ or Microsoft certifications.

Responsibilities:

• Provide first and second-line technical support through multiple channels including the IT service portal, live chat, phone, email and face-to-face interactions, ensuring prompt resolution and high customer satisfaction.
• Manage and resolve critical IT incidents and requests with minimal supervision, following incident and service request management best practices, within an ITIL framework.
• Act as the primary technical escalation point for critical user issues, including issues blocking users from working or ticket flow issues, ensuring SLA and KPI compliance.
• Deliver premium, personalised support to C-level executives and senior leadership across the organisation.
• Mentor and coach IT support staff, leading by example with excellent customer service and professional communication.

Company:

At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for jobseekers and companies around the world to find the perfect match in a fair and equitable way. With over 20 brands across 30+ countries and a team of 4,000+ employees, we strive for fair and unbiased hiring while reshaping the labour market to become the worlds leading job platform. We offer 30 days of holidays plus 2 extra days for Christmas and New Years Eve, a hybrid working model, a company pension scheme, and many other benefits that promote a healthy work-life balance.

Benefits:

MinSalary: 50000 EUR Remote Model: Hybrid Country Code: de