IT Service Desk Analyst

Description

You will join the frontline IT service desk that supports employees across North American operations, helping them with hardware, software, connectivity and account problems.

The company is a global mobility provider with about €4.3 billion in revenue and around 9,000 employees. Its mobility platform brings together car rental, car sharing, ride and chauffeur services and car subscription, with a fleet of 360,000 vehicles, 4,000 cooperation partners and around 5 million drivers worldwide.

Together with franchise partners, the company operates in more than 100 countries and 2,000 rental stations. Customer experience and service quality are its top priorities.

Responsibilities

• Give Level 1 and Level 2 technical support by phone, chat, email and ticketing system, covering hardware, software, connectivity and user accounts.
• Own your assigned tickets from the first request to resolution, keeping records accurate, following up on time and meeting service level agreements.
• Set up, image and deploy laptops, desktops and other end-user devices with Microsoft Intune, Autopilot and standard provisioning steps.
• Handle user accounts and access in Microsoft Entra ID and Active Directory, including onboarding, offboarding, password resets and group membership.
• Troubleshoot Microsoft 365 apps such as Outlook, Teams, SharePoint and OneDrive, and escalate complex issues to the right IT teams.
• Keep knowledge base articles up to date, document technical fixes, support new hires and take part in scheduled coverage.

Requirements

• You have 2+ years of experience providing Level 1 or Level 2 support in a help desk, service desk or similar IT support role.
• You have hands-on experience diagnosing and fixing Windows device, software, hardware, printer and network connectivity problems.
• You have experience with Microsoft 365 apps, Active Directory or Microsoft Entra ID, and you are familiar with Microsoft Intune or Autopilot.
• You have worked with IT ticketing systems, handled support requests, documented resolutions and followed service level agreements and escalation procedures.
• You hold an associate degree in Information Technology, Computer Science or a related field, or equivalent practical experience.
• Nice to have: CompTIA A+, Network+ or similar certifications.
• You communicate and organize well, focus on the customer, prioritize requests, stay calm under pressure and see issues through to resolution.

Conditions

You take part in scheduled coverage to keep IT support consistent.

The role supports employees across North American operations.

Benefits

• Comprehensive health insurance with medical, dental and vision coverage, plus life insurance and wellness benefits.
• Generous paid time off and sick leave to support your work-life balance.
• Career growth within a growing global organization.
• Special discounts on the company vehicle rentals for employees.
• Collaborative work with supportive teams in an international environment.
• Opportunities to expand your technical skills, a 401(k) with company match and additional employee discounts.