Job
In this role, you will handle IT inquiries and technical issues, resolve hardware and software problems, document incidents in the ticketing system, and collaborate closely with global support teams.
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Job technologies
Your role in the team
- At One Desk, you won’t simply work in a traditional help desk. You’ll become part of a global support platform that combines local expertise with global standards. Together with colleagues from different countries, you’ll help shape modern support processes, evolve shared ways of working, and contribute to reliable, scalable IT support for METRO.
- One Desk stands for a single point of entry, 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 until 2 p.m.
- 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.
- You work in shifts and, together with the team, ensure User Service availability within the operating window from 5:30 a.m. to 10:30 p.m. and on Saturdays until 2 p.m.
Our expectations of you
Qualifications
- You have solid knowledge of Microsoft Windows operating systems and Microsoft Office or Microsoft 365.
- Basic knowledge of common IT infrastructure components, such as clients, servers, Active Directory or Azure, Exchange, SCCM, and firewalls, is an advantage.
- You apply a methodical, structured, and solution-oriented approach to troubleshooting.
- You demonstrate strong customer and service orientation, communication skills and a professional manner.
- You work independently, accurately and reliably while demonstrating a strong hands-on mentality.
- You have strong organizational skills, set priorities effectively and maintain an overview when handling multiple requests.
- You enjoy working in an international and agile environment and value collaboration across countries, teams and functions.
- You are fluent in German and English, both written and spoken.
Experience
- You have completed vocational training in IT, for example as an IT Specialist for System Integration, IT Systems Technician, IT Systems Management Assistant, Information Technology Assistant or a comparable qualification. Alternatively, you have relevant professional experience.
- You have practical experience in telephone-based or digital user support, a service desk or IT user support environment.
- You have experience in the structured logging, processing and documentation of incidents and service requests in a ticketing system.
What we offer
- At METRO.digital, we promote work-life balance through a hybrid working model. You'll be part of self-organizing, multicultural teams that collaborate in an agile setup.
- We want to help you become the best version of yourself through individual and company-wide people development programs and training. Our focus includes development, leadership, and appreciation.
- We offer support whenever you need it - at every stage of your professional journey.
Benefits
Work-Life-Integration
Food & drink
Higher take-home pay
Topics you will work on
Job locations
About your employer
METRO is a leading international wholesaler of food and non-food products, catering to the needs of hotels, restaurants and caterers (HoReCa) as well as independent retailers.
- 1964
- Established Company
- Hybrid, Onsite
- Trade
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