Yorktel
Onsite Managed Services – IT Support Analyst Part Time 10am - 3pm
Frankfurt - Germany
Job Summary At Yorktel, we are proud to extend our high-quality Managed Service to one of our strategic partners in the finance sector. This opportunity strengthens our commitment by integrating an onsite presence with our robust remote support capabilities. In this role, you will act as a critical extension of our Managed Service team, ensuring that our partner receives the highest level of IT support directly at their location.
Our IT organization is built to support a modern, hybrid working environment—where flexibility is key, and seamless, mobile-first services are the norm. As an EUC Support Analyst, you will play a vital role in delivering consistent, high-quality support to colleagues whether they are working remotely or on‑site. Your responsibilities will include troubleshooting and resolving technical issues through multiple service channels such as phone, chat, and direct desk‑side support. This multi‑faced approach ensures that all users experience a unified and efficient IT environment.
In this dynamic position, you will collaborate with both local and remote IT teams to proactively address challenges and drive continuous improvements in service delivery. Your expertise will not only help maintain consistent user experience across various IT platforms but also empower business teams to focus on their core objectives, secure in the knowledge that their technical needs are being expertly managed.
This role is ideal for someone who thrives in a fast‑paced, collaborative setting and is committed to enhancing IT service delivery through innovative and customer‑focused solutions.
Key Responsibilities Support Delivery Provide first and second‑tier support for workstations (Windows, Mac/OSX) and mobile device iOS, Android). Troubleshoot hardware and software issues efficiently and effectively.
Service Management Manage support requests via ServiceNow, following ITIL best practices. Prioritize and resolve support tickets, ensuring timely responses and adherence to service delivery standards. Escalate complex issues to senior team members when necessary.
Collaboration & Testing Work collaboratively with other IT teams to restore services and implement configurations or installations. Support user acceptance testing (UAT) for key IT deliverables.
Process Improvement Identify and implement opportunities for process and service enhancements. Develop and maintain knowledge base documentation to support self‑service resources and team cross‑skilling.
Performance Indicators Service Delivery Efficient resolution and/or escalation of tickets in accordance with established ITIL procedures. Delivery of support through multiple channels such as phone, chat, self‑service, desk‑side, and walk‑up services.
User Satisfaction Consistently meet or exceed response timelines and user expectations. Maintain high service quality across various technologies.
Skills & Experience Essential Proficiency with desktop and mobile operating systems (Windows, Mac/OSX, iOS, Android). Familiarity with key applications such as Office 365, Outlook, Teams, etc. Excellent verbal and written communication skills. Exceptional customer service and interpersonal abilities. Commitment to maintaining technical competence in relevant IT areas.
Additional Skills & Expertise Advanced Troubleshooting Deep understanding of hardware diagnostics and software troubleshooting techniques. Experience with remote troubleshooting tools and remote desktop management (e.g., TeamViewer, Remote Desktop Protocol).
Endpoint Management Proficiency with Microsoft Intune (MDM) Solution
Networking & Security Fundamentals Solid grasp of basic network concepts (TCP/IP, DHCP, DNS) to troubleshoot connectivity issues. Awareness of cybersecurity best practices and data protection regulations (e.g., GDPR) to ensure secure support operations.
Active Directory & Identity Management Knowledge of user account management, permissions, and group policies within Active Directory or similar directory services.
IT Service Management (ITSM) Familiarity with ITSM tools (beyond ServiceNow) and a proactive approach to incident, problem, and change management.
Analytical & Multi‑Tasking Abilities Strong analytical skills to diagnose recurring issues and contribute to process improvements. Ability to manage multiple support tickets simultaneously while maintaining high service quality.
Interpersonal & Communication Skills Expertise in translating technical information for non‑technical stakeholders. Experience collaborating with cross‑functional teams to drive service improvement projects.
Continuous Learning & Adaptability Commitment to staying updated with emerging technologies and evolving IT support practices. Openness to professional development opportunities and acquiring additional relevant certifications.
Qualifications Certifications ITIL Foundation certification. CompTIA A+ or an equivalent technical qualification.
Join us and you will enjoy an excellent salary and benefits package.
We conform to all the laws and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex and sex orientation. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
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Job Summary At Yorktel, we are proud to extend our high-quality Managed Service to one of our strategic partners in the finance sector. This opportunity strengthens our commitment by integrating an onsite presence with our robust remote support capabilities. In this role, you will act as a critical extension of our Managed Service team, ensuring that our partner receives the highest level of IT support directly at their location.
Our IT organization is built to support a modern, hybrid working environment—where flexibility is key, and seamless, mobile-first services are the norm. As an EUC Support Analyst, you will play a vital role in delivering consistent, high-quality support to colleagues whether they are working remotely or on‑site. Your responsibilities will include troubleshooting and resolving technical issues through multiple service channels such as phone, chat, and direct desk‑side support. This multi‑faced approach ensures that all users experience a unified and efficient IT environment.
In this dynamic position, you will collaborate with both local and remote IT teams to proactively address challenges and drive continuous improvements in service delivery. Your expertise will not only help maintain consistent user experience across various IT platforms but also empower business teams to focus on their core objectives, secure in the knowledge that their technical needs are being expertly managed.
This role is ideal for someone who thrives in a fast‑paced, collaborative setting and is committed to enhancing IT service delivery through innovative and customer‑focused solutions.
Key Responsibilities Support Delivery Provide first and second‑tier support for workstations (Windows, Mac/OSX) and mobile device iOS, Android). Troubleshoot hardware and software issues efficiently and effectively.
Service Management Manage support requests via ServiceNow, following ITIL best practices. Prioritize and resolve support tickets, ensuring timely responses and adherence to service delivery standards. Escalate complex issues to senior team members when necessary.
Collaboration & Testing Work collaboratively with other IT teams to restore services and implement configurations or installations. Support user acceptance testing (UAT) for key IT deliverables.
Process Improvement Identify and implement opportunities for process and service enhancements. Develop and maintain knowledge base documentation to support self‑service resources and team cross‑skilling.
Performance Indicators Service Delivery Efficient resolution and/or escalation of tickets in accordance with established ITIL procedures. Delivery of support through multiple channels such as phone, chat, self‑service, desk‑side, and walk‑up services.
User Satisfaction Consistently meet or exceed response timelines and user expectations. Maintain high service quality across various technologies.
Skills & Experience Essential Proficiency with desktop and mobile operating systems (Windows, Mac/OSX, iOS, Android). Familiarity with key applications such as Office 365, Outlook, Teams, etc. Excellent verbal and written communication skills. Exceptional customer service and interpersonal abilities. Commitment to maintaining technical competence in relevant IT areas.
Additional Skills & Expertise Advanced Troubleshooting Deep understanding of hardware diagnostics and software troubleshooting techniques. Experience with remote troubleshooting tools and remote desktop management (e.g., TeamViewer, Remote Desktop Protocol).
Endpoint Management Proficiency with Microsoft Intune (MDM) Solution
Networking & Security Fundamentals Solid grasp of basic network concepts (TCP/IP, DHCP, DNS) to troubleshoot connectivity issues. Awareness of cybersecurity best practices and data protection regulations (e.g., GDPR) to ensure secure support operations.
Active Directory & Identity Management Knowledge of user account management, permissions, and group policies within Active Directory or similar directory services.
IT Service Management (ITSM) Familiarity with ITSM tools (beyond ServiceNow) and a proactive approach to incident, problem, and change management.
Analytical & Multi‑Tasking Abilities Strong analytical skills to diagnose recurring issues and contribute to process improvements. Ability to manage multiple support tickets simultaneously while maintaining high service quality.
Interpersonal & Communication Skills Expertise in translating technical information for non‑technical stakeholders. Experience collaborating with cross‑functional teams to drive service improvement projects.
Continuous Learning & Adaptability Commitment to staying updated with emerging technologies and evolving IT support practices. Openness to professional development opportunities and acquiring additional relevant certifications.
Qualifications Certifications ITIL Foundation certification. CompTIA A+ or an equivalent technical qualification.
Join us and you will enjoy an excellent salary and benefits package.
We conform to all the laws and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex and sex orientation. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
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