Technology Service Analyst

About

The Tech Lounges in Germany provide first-level IT support at 17 locations for approximately 55,000 Deutsche Bank employees. As a Technology Service Analyst in End-User-Computing, you will support the internal team in Frankfurt and contribute significantly to the performance and reliability of IT employee support. You will take responsibility for technical challenges, work closely with global teams, and continuously promote the improvement of our services.

Responsibilities

• Processing incident tickets and service requests via ServiceNow in an ITIL-compliant environment
• Identifying major incidents and performing root cause analysis in collaboration with specialist departments
• Supporting escalations and communicating with users and specialist departments
• Ticket analysis to identify process improvements
• Acting as a point of contact for Tech Lounge technicians (training)
• Testing hardware and software

Qualifications

• Completed training/examination as a Fachinformatiker (System Integration) or a comparable qualification
• Several years of professional experience in a customer service function or in IT service support (L1 / L2)
• Technical qualifications, e.g., Microsoft exams, ITIL v3 Foundation certification, etc.
• Good technical knowledge of Windows, Mac OS, iOS, Android, Microsoft 365, and common hardware
• Basic network knowledge (TCP/IP, DNS, DHCP, SIP)
• Language skills: Very good German and fluent English
• Strong problem-solving and analytical skills
• High commitment and "technological curiosity"
• Exemplary customer service and customer-oriented actions

Benefits

We offer a wide range of benefits that cover all your professional and personal needs.

Emotionally balanced A positive attitude helps us master the challenges of everyday life – professionally and privately. Benefit from offers such as counseling in difficult life situations and services to promote mental health.

Physically fit With offers to maintain your personal health and a supportive professional environment, the Bank helps you stay physically fit. Benefit from offers such as comprehensive check-up examinations, vaccination offers, and advice on healthy living.

Socially connected Exchanging ideas with others opens up new perspectives, advances us professionally and personally, and strengthens our self-confidence and well-being. Benefit from offers such as support from the pme Familienservice, the FitnessCenter Job, flexible working time models (e.g., part-time, job tandem, hybrid working), and a comprehensive culture of diversity, equal opportunities, and participation.

Financially secure The Bank secures you financially not only during your active career but also for the future and supports your flexibility and mobility – whether private or professional. Benefit from offers such as pension contribution plans, employee banking services, company bicycles, or the Deutschlandticket.

As benefits may vary slightly by location, please contact your recruiter for specific questions.

This position is offered on a full-time and part-time basis. For questions about the recruitment process, Jacqueline Koenig is available.

Contact Jacqueline Koenig: jacqueline.koenig@db.com

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment.