Service Desk Analyst

Constantia Flexibles is one of the world’s leading producers of flexible packaging for the consumer and pharmaceutical industries.

• 1-3 years of experience in a service desk or technical support role (experience in managing team or project would be an asset)
• English on at least B2 level (German language would be an asset)
• Strong troubleshooting skills in Windows (macOS would be an asset)
• Experience working with Active Directory, Azure, Microsoft 365, Windows, remote desktop applications
• Knowledge of ITIL processes
• Strong customer service orientation and problem-solving mindset
• Ability to work independently and manage multiple priorities

• Provide first and second-level IT support for Constantia employees worldwide via mail, chat and call
• Diagnose, troubleshoot, and resolve hardware, software, and network issues
• Escalate complex issues to higher-level support teams as needed
• Log, track, and manage tickets in the IT Service Management (ITSM) tool (Service Now)
• Provide clear and professional communication to users regarding issue status and resolution
• Educate customers on best practices and self-service solutions where applicable
• Perform user account management (Active Directory, email, access controls)
• Assist in software installations, updates, and security patches
• Identify recurring issues and suggest improvements to reduce incidents
• Contribute to knowledge base articles and troubleshooting guides
• Oversee and manage the Service Desk team on a daily basis, ensuring timely identification of potential escalations, monitoring KPIs, and effectively balancing team workload