IT Service Desk Analyst (m/f/d)

Overview

Join to apply for the IT Service Desk Analyst (m/f/d) role at Barry‑Wehmiller

Barry‑Wehmiller is a global vendor of solutions for engineering, consulting, and manufacturing technologies covering packaging, corrugate and paper processing industries. The company grew to a 3 billion USD business with nearly 12 000 employees sharing a vision: Building a Better World through Business.

Job Description

The Enterprise IT Service Desk Analyst provides internal customers with an exceptional experience for every contact. The analyst assists customers with all aspects of PC and mobile device challenges, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software. The analyst exceeds customer expectations by providing solutions in person, remotely by telephone, e‑mail, or other means necessary to deliver consistent and superior service.

Responsibilities

• Provide world‑class customer support.
• First‑level response to incident tickets.
• Accept and solve support issues.
• Migrate and deploy PC images.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Support customers through superb communication in person, by telephone and or e‑mail.
• Fully document resolution and communication history to the customer in the incident ticket.
• Convert resolution to a knowledge‑base document when appropriate.
• Diagnose, analyze, and resolve PC and software problems for internal customers through the incident ticketing system.
• Analyze root cause and implement corrective solutions.
• Deploy new equipment to customers from unpacking to delivery.
• Collaborate with the infrastructure team to ensure efficient operations.
• Assist in resolving issues with customers on server‑based software products.
• Ensure latest security settings, antivirus and application patches are applied when working on any PC.
• Use tools and applications for monitoring PC performance and provide performance statistics and reports.
• Maintain inventory of all hardware and software.
• Contact third‑party support and PC equipment vendors when necessary.
• Maintain knowledge of current IT trends and advancements.
• Take on other relevant responsibilities as required.
• Full‑time – Five days a week – In‑office position (Service Desk is the face of IT).
• On‑call availability with occasional evening and weekend hours.

Qualifications

• Proven analytical and problem‑solving abilities.
• Strong written and oral communication skills.
• Strong customer‑relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with a keen attention to detail.

Preferred Education & Experience

• An associate degree in business administration, computer science, or management information systems and/or 3‑5 years of related work experience. Training will be provided.
• Team‑oriented and collaborative environment.

Supervisory / Responsibility

Individual contributor with no direct reports.

Work Environment

Office position.

Position Type

Regular, full‑time position requiring 40 hours per week with possible overtime.

Travel

Up to 10 % (out of town) as needed for remote support.

Physical Demands

The physical demands described include prolonged computer use at a desk and occasional lifting or moving up to 10 kg.

EEO Statement

Barry‑Wehmiller acknowledges that people bring a variety of experiences and talents beyond the technical requirements of a position. If your experience is close to what we describe here, we encourage you to apply. We recognize that what sets us apart often leads to innovation, excellence, and meaningful work—so we encourage people from diverse backgrounds to apply. Let us know if we can make appropriate accommodations during the interview process.

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