IT Service Delivery Analyst

vor 1 Monat

Munich, Deutschland Heidrick & Struggles Vollzeit

Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations. Heidrick & Struggles (H&S) pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.


Atreus, a Heidrick & Struggles company, provides next generation interim executive talent solutions to help companies achieve higher performance and growth. From C-suite officers to line managers, Atreus can help fill gaps in critical roles, augment leadership capacity, drive transformation efforts, and set the permanent hire up for success. Atreus was founded in 2006 and is led by founders and managing directors Dr. Harald Linné and Rainer Nagel. In 2023, Atreus became a Heidrick & Struggles company. With a network of more than 16,000 interim managers, Atreus carried out more than 400 projects for 250 clients in Germany and abroad last year alone.



About the Role

Reporting to the Regional IT Service Delivery Manager, the IT Service Delivery Analyst is an advocate for Heidrick users, whose primary objective is helping all Heidrick users be more efficient and productive.


This is achieved by focusing on two key areas of responsibilities: The first is to be the primary escalation point, providing both in-person and remote technical support to Heidrick-users, including troubleshooting complex issues, maintaining clear process documentation, and ensuring timely resolution of incidents to support business continuity. Additionally, the analyst will contribute to strategic IT initiatives, enhancing service delivery and documentation.


The second responsibility is to develop specialized expertise based on the needs of the company and the individual’s skillsets, and become a Subject Matter Expert (SME) in one or more of the following areas with the goal of improving operational efficiency and user experience:

  • Windows & O365
  • Predictive Analytics
  • Artificial Intelligence (AI)
  • Cloud
  • Security
  • MacOS
  • Deployment (SCCM/Intune)


As a SME, the IT Service Delivery Analyst will serve as the escalation point for specialized issues, and will be primarily responsible for creating, maintain, and sharing clear process documentation. The analyst will also need to be curious and propose improvements to optimize support efficiency and effectiveness. Approximately 35% of their time will be dedicated to this area.


Responsibilities

  • Serve as the primary IT point of contact for local offices, gathering user feedback and understanding their regional IT needs.
  • Document all interactions, updates, and resolution accurately in our ticketing system.
  • Ensuring all processes are thoroughly documented and regularly updated in the IT knowledge base.
  • Diagnose and resolve hardware and software issues, including operating system, network connectivity problems, and application errors.
  • Manage local and regional office IT support, including moves and changes, to ensure smooth operations. Domestic and international travel may be required.
  • Support onboarding activities related to mergers and acquisitions, ensuring seamless integration into existing systems.
  • Handle escalations from Helpdesk and requests from other IT Service Delivery Analysts and other internal IT staff.
  • Act as a liaison between the end-users and the engineering and infrastructure teams, ensuring that the user experience remains a priority.
  • Assist in deploying, configuring, and maintaining IT assets and applications, including performing software installations, upgrades, and patches.
  • Participate in IT projects, such as hardware rollouts, software deployments, and office relocations.
  • Keep track of project progress and communicate updates to key stakeholders in a timely manner.
  • Ensure adherence to IT policies, procedures, and security standards.



Skills and Abilities


Critical Thinking

  • Actively listens to understand user needs and clarifies technical issues.
  • Uses creative problem-solving and data analysis to resolve IT challenges.
  • Understands organizational IT strategy to align support with business goals.



Building Business Relationships

  • Builds strong working relationships and collaborates effectively across functions.
  • Adapts communication style for diverse audiences in both written and verbal formats in both German and English.
  • Engages in internal networking to enhance IT support and service delivery.


Ownership & Initiative

  • Takes ownership of tasks, ensuring timely completion.
  • Clearly communicates technical solutions and feedback.
  • Identifies potential issues and suggests proactive improvements.


Adaptability

  • Responds to feedback and adjusts support methods as needed.
  • Adapts to changing IT environments and user requirements.
  • Learns new skills and tools to improve support efficiency.


Required Qualifications

  • Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • 3+ years of experience in IT support, with at least 2 years in a Level 2 or similar role.
  • Strong technical skills in troubleshooting and supporting Windows and macOS operating systems.
  • Experience with Active Directory, Microsoft 365, Cloud technologies, VPN, and remote access tools.
  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred.


Heidrick & Struggles is an equal-opportunity employer committed to hiring qualified, protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.

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