ICT Service Desk Analyst

Thorn SDS Ltd•Darmstadt, IN

7d•Hybrid

About The Position

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.

Requirements

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).

Nice To Haves

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.
German is an advantage.

Responsibilities

Providing first and second-line technical support across a modern Microsoft enterprise environment, delivering outstanding customer service while resolving incidents and service requests.
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.