Senior IT Support Analyst

Join our team and youll be responsible for delivering exceptional IT support across StepStones global offices serving as the primary escalation point for critical technical issues.  You will also coach and mentor IT Support Analysts while acting as a trusted advisor to high-profile stakeholders and ensuring C-level executives and senior leadership receive best-in-class support.   
 
Working in the Global Support Team within the Corporate IT department we are looking for someone with a mission always possible attitude and to play a key role in delivering exceptional IT support across our international offices.  You will play a vital role as we reimagine the labour market to make it work for everybody. 

Your 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. 

Qualifications :

• 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. 

Additional Information :

Were a community here that cares as much about your life outside work as how you feel when youre with us. Because your job shouldnt take over your life it should enrich it. Here are some of the benefits we offer: 

• 30 days of holidays 2 extra days for Christmas and New Years Eve 

• Hybrid working model 

• Company pension scheme 

• 24/7 Employee Assistance Programme 

• Life Assurance Cover 

• Volunteering days 

• Job bike 

• Discounted parking or job ticket 

• In-house gym 

• In-house barista 

• And you can bring your dog to the office 

Our commitment 

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company so we want to recruit develop and keep the best talent. We encourage applications from everyone regardless of background gender identity sexual orientation disability status ethnicity belief age family or parental status and any other characteristic. 

Remote Work :

No

Employment Type :

Full-time