IT Support Analyst - Global Helpdesk (18 month fixed‑term contract) (m/f/d)

About this role

How you will make an impact At One Desk, you will not simply work in a traditional helpdesk. You will become part of a global support platform that combines local expertise with global standards. Together with colleagues from different countries, you will help shape modern support processes, evolve shared ways of working and contribute to reliable and scalable IT support for METRO. One Desk stands for a single entry point, connected collaboration and a consistent IT support experience.

The Global Helpdesk is the first point of contact for IT-related questions, service requests and technical incidents. Incoming requests are logged, analyzed, resolved or routed to Global Process Operations or the relevant specialized product and support teams. One Desk combines country expertise and global capabilities with a clear focus on service standardization, automation, efficient incident management and continuous improvement.

As our stores and logistics locations start early and remain active until late in the evening, the team provides service coverage through a structured shift model within the operating window from 5:30 a.m. to 10:30 p.m. and on Saturdays to 2p.m. Your Responsibilities You are one of the first points of contact for IT-related questions and technical issues raised by our internal users. You receive incoming requests by phone, through digital support channels and via remote support, record them centrally and assess the necessary resolution steps.

You analyze and resolve hardware and software issues using appropriate remote support tools. You open, review, classify, prioritize and document incidents and service requests in our ticketing system. You install, configure, support and troubleshoot Microsoft Windows, Microsoft 365, mobile devices, printers and various internal and external applications. You work closely with local and global support, product and platform teams to ensure timely and sustainable issue resolution.

You support system enhancements, release changes and the rollout of new applications, end-user devices and hardware solutions. You create and maintain documentation, knowledge articles and support materials and contribute to the development of a shared knowledge base. You identify recurring issues and improvement opportunities, proactively propose solutions and contribute to the optimization and standardization of support processes.