Service Desk Analyst (on-site) - Frankfurt

Description

Position Overview

This is an opportunity to be part of a highly collaborative, globally connected ISG Service Desk team that values initiative, practical problem-solving, and making work better for everyone. Based in Frankfurt, you’ll provide hands-on support for 20 local office users, direct assistance to 250 employees across Europe, and overflow Frankfurt for 1,250 colleagues worldwide. You’ll also play a key role in keeping the Frankfurt office running seamlessly, with a strong focus on supporting conference room and video collaboration solutions that are essential to how our teams and clients connect.

A background in technology is essential, whether through education, personal projects, or previous work experience. The successful candidate should have a genuine interest in IT and a willingness to learn. Full training, support, and mentoring will be provided to equip you with the knowledge and skills required to become an effective member of the team.

Responsibilities & Requirements

This role is an excellent opportunity for a student looking to gain practical experience in IT support while developing skills across hardware, software, networking, and cloud technologies. You will provide support to internal users and external clients while working alongside experienced IT professionals.

• Assist users with day to day IT issues, ensuring they receive friendly, professional, and timely support
• Develop a structured approach to troubleshooting and problem solving with guidance from the team
• Support Microsoft 365 applications, user accounts, and endpoint devices
• Gain hands on experience with Windows and macOS devices
• Build an understanding of networking fundamentals such as DNS, DHCP, and TCP/IP
• Assist with diagnosing and resolving technical issues both in person and remotely
• Communicate clearly and professionally with users and colleagues
• Learn to use remote support tools and service desk systems
• Support collaboration platforms such as Microsoft Teams, Zoom, and Webex
• Maintain accurate records of incidents, requests, and resolutions
• Develop an understanding of IT service management and ITIL best practices
• Work independently on assigned tasks while knowing when to seek support from senior team members
• Demonstrate a positive attitude, willingness to learn, and a strong customer service mindset

Desirable Skills

Currently studying towards a degree or qualification in Information Technology, Computer Science, Cyber Security, or a related field

• Basic familiarity with Microsoft 365 and Windows operating systems
• An interest in technology and troubleshooting technical issues
• Strong organisational skills and attention to detail
• Ability to balance work commitments alongside academic studies

At ISG, we don’t just accept difference , we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.