1st Line Desktop Support Analyst - Contract

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Business Applications, Workplace Services and Cyber Security & Networking.

Values:  Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

Job Description

This is a contract position based in Mannheim, Germany.

The duration of the statement of work is 3 months , with a possibility of extension, depending on the project needs and performance.

It is a hybrid working environment, but the successful candidate will be happy to be  onsite for 2/3 days per week.

Are you a recent Graduate looking to start your career in Tech? We are seeking a 1st Line Desktop Support Analyst  to join a dynamic, collaborative environment, supporting a high-profile client in Mannheim. This is an entry-level role offered as a 3-month hybrid contract with fixed working hours – an excellent opportunity to gain hands-on experience and make a meaningful impact within a dedicated support team.

Key Responsibilities:

User Support:

• Provide responsive support via phone, email, and ticketing system – in line with SLAs

• Troubleshoot hardware, software, network, and account issues

• Escalate complex problems to the system administrator with clear documentation

• Guide users on best practices and system usage

• Independently handle onboarding/offboarding, including account setup and hardware provisioning

• Deliver IT induction training to new employees

System Administration:

• Manage user accounts, password resets, and access control

• Configure and troubleshoot laptops, mobile devices, and standard software

Documentation & Asset Management:

• Maintain accurate records of support tickets and IT inventory.

Qualifications

Required Skills:

• Minimum of 2 years' experience in IT support or a similar role

• Solid networking knowledge (IP, DNS, DHCP, VPN)

• Strong experience with Windows Server, Active Directory, and Group Policies

• Skilled in troubleshooting Windows 10/11 and macOS environments

• Hands-on experience with Microsoft 365 and Hyper-V

• Analytical mindset with strong problem-solving skills

Desirable:

• Knowledge of Azure and Azure Virtual Desktop

Additional Information

At Telefonica Tech, we believe, inclusion is the bridge for everyone to be their authentic self.  We respect and celebrate our differences as diversity is what makes us unique and sparks our innovation.  Be you with us and feel you belong.

We encourage applications from a wide range of individuals, irrespective of: age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs and sexual orientation.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the

job description