Analyst, IT Customer Services

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What we offer:

Group Summary:

As an Analyst, IT Customer Services in the central 1st & 2nd level support, you will support our internal users in all IT matters and accompany the resolution of incidents and requests from start to finish.

Main tasks:

• Serve as the first point of contact for internal users and ensure professional handling of incidents and service requests within the Matrix42 ITSM environment
• Log, categorize, prioritize, and document tickets accurately in Matrix42, ensuring compliance with defined service processes, SLAs, and quality standards
• Provide 1st and 2nd level support for workplace IT issues, including hardware, software, operating systems, Microsoft 365, mobile devices, printing, and standard business applications
• Analyze technical issues, perform root-cause-oriented troubleshooting, and resolve incidents remotely whenever possible to restore services quickly and efficiently
• Escalate unresolved or high-impact issues to specialized support teams in a structured manner and ensure complete handover documentation for efficient follow-up
• Contribute to continuous service improvement by maintaining knowledge articles, identifying recurring issues, and supporting standard IT rollouts, changes, and small-scale projects

Knowledge and training:

• Completed training as an IT specialist for system integration or comparable training or experience

Professional experience

• Relevant professional experience in IT support, service desk, or workplace services, with hands-on responsibility for incident resolution, request fulfilment, and end-user support in a corporate environment

Skills

• Strong practical experience in 1st and 2nd level support across hardware, software, and workplace services
• Solid knowledge of Windows client environments, Microsoft 365, standard business applications, and endpoint-related troubleshooting
• Good understanding of ITSM-based support processes, including ticket handling, prioritization, documentation, and service-oriented communication
• Structured and solution-oriented working style with strong prioritization, ownership, and attention to detail
• Strong customer focus, teamwork, and the ability to communicate technical topics clearly to non-technical users
• Good written and spoken English skills; additional language skills are an advantage in an international support environment

Awareness, Unity, Empowerment:

At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.

AI-Assisted Screening Disclosure

As part of our commitment to a fair, consistent, and efficient recruitment process, we may use artificial intelligence (AI) tools to assist in the initial screening of applications submitted through our Workday system. These tools help identify qualifications and experience that align with the role requirements. Please note that AI is used solely to support our recruiters. Final decisions are always made by the hiring manager and the hiring team. Importantly, no applicant data is shared externally through these AI tools. All information remains securely within our systems and is handled in accordance with our privacy and data protection policies.

Under conditions defined by applicable law, you may have the right to request an explanation of how AI is used to support decision-making.

If you have any questions or concerns about this process, feel free to contact our Talent Attraction team.