Technology Service Analyst (f/m/x) – Team Direct Support Germany

Stellenbeschreibung:

Position Overview

Technology Service Analyst (f/m/x) – Team Direct Support Germany at Deutsche Bank.

Role central to front‑office operations, providing support for Trader‑voice systems, desktop infrastructure and end‑user computing. Part of German Direct Support team in Global Technology Infrastructure (GTI). Takes ownership of incidents, builds stakeholder relationships, and drives service improvements.

Responsibilities

Handle incident tickets and service requests via ServiceNow in an ITIL‑aligned environment; shift work Monday‑Friday 7:00–19:00.
Provide high‑impact support in live trading environments, including emergency troubleshooting, escalation, and communication.
Deliver expert support for Microsoft technologies (Windows 10/11, Office 365), market‑data platforms (Bloomberg, Eikon) and in‑house applications.
Troubleshoot and support across networks, Java, SQL, Excel, VBA, Microsoft Endpoint Manager, and bespoke systems.
Manage hardware/software deployments, upgrades, and IMAC activities including installation and decommissioning of workstations, printers, phones, and dealer boards.
Proactively monitor key business desks, activate/support mobile devices (Android/iOS), collaborate with tech teams to resolve issues and analyse root causes.

Qualifications

Good technical knowledge of Windows, macOS, iOS, Android, Microsoft 365 and common desktop hardware; relevant IT qualifications or degree (e.g., Microsoft certifications).
Experience with virtualised desktops (VDI), Microsoft Endpoint Manager and scripting tools (PowerShell).
Understanding of networking and experience with user/device management tools, scripting or trader‑voice support is beneficial.
Experience in desktop support within a corporate environment (financial services experience desirable); familiarity with ITIL practices.
Strong communication and problem‑solving skills; ability to work under pressure.
Fluency in German and English (written and spoken) mandatory.
Availability for on‑site shift work Monday‑Friday 7:00–19:00 with occasional weekend support; hybrid working not applicable.

Benefits

Comprehensive benefits covering personal and professional needs (health, wellbeing, financial, social); specific packages vary by location.
Health check‑ups, vaccinations, mental‑health support.
Fitness centre, flexible working time (including part‑time), culture of diversity and inclusion.
Pension plan, banking services, company bicycle, Deutschlandticket.