Service Desk Analyst L2

Description

Bei Infinigate dreht sich seit fast 30 Jahren alles um Cybersecurity, Netzwerk und Cloud-Security – und um Menschen mit Begeisterung für Technik, Qualität und Zusammenarbeit. Mit dem Antrieb „Gemeinsam eine sichere digitale Zukunft zu schaffen“, erbringen wir mit Herzblut, Elan, Enthusiasmus und solider Fachkompetenz als echter Value Add Distributor exzellente Dienstleistungen, welche zu den tragenden Pfeilern unseres Erfolges mit hohen jährlichen Wachstumsraten gehören.
Unsere Werte Own it Aim high Be open prägen dabei unser tägliches Arbeiten: Wir übernehmen Verantwortung, stellen uns ehrgeizig neuen Aufgaben und streben stets nach Bestleistungen, während wir Offenheit und Teamgeist leben.

Service Desk Analyst L2 (m/w/d)
Standort: Wien
 
The Senior Service Desk Analyst plays a critical role in delivering high‑quality IT support, ensuring operational continuity, and driving continual service improvement across the organisation. Operating as a Level 2 escalation point, this role combines advanced technical capability with strong customer‑centric communication, mentoring of colleagues, and a proactive approach to service excellence. 
L2 Service Desk analysts support both local and remote users and collaborate closely with other teams and actors within the IT organisation, notably Infrastructure, Security, Compliance, and application teams to ensure seamless service delivery.  
Fluency in both English and the local language of the office the service desk analyst is based in is essential, both written and verbal. Proficiency in other languages is desirable. 

Requirements

• Strong experience in a Service Desk or IT Support environment, ideally in a Level 2 or senior analyst capacity.
• Solid knowledge of Windows 11 administration and troubleshooting.
• Strong understanding of networks.
• Basic understanding of databases.
• Basic understanding of core business functions (to assess the implications of service disruptions)
• Experience with macOS and the Apple ecosystem (desirable but not essential).
• Working knowledge of Microsoft 365, Azure AD, and common enterprise SaaS applications.
• Familiarity with ITIL processes (Incident, Problem, Change, Service Request).
• Hands‑on experience with ticketing systems such as ServiceNow, Jira, Ivanti, or similar.
• Excellent troubleshooting and analytical skills, with the ability to diagnose complex issues.
• Strong communication skills, able to explain technical concepts clearly to non‑technical users and adapt communication to different audiences and seniority levels.
• Ability to work under pressure, manage competing priorities, and maintain professionalism in challenging situations.
• A proactive mindset with a strong desire to learn, develop, and contribute to continual service improvement.

 
Desirable formal qualifications 
ITIL v4 Foundation, Microsoft Certified: Modern Desktop Administrator, CompTIA A+ / Network+, Any relevant certifications in Microsoft 365, Azure, macOS, or endpoint management