IT Service Desk Analyst

Have you ever dreamed of putting your hobbies and passions to use in the workplace? Can you help us set metals in motion?

Look no further! At Doncasters, you have an exciting opportunity to join our team in Bochum as an IT Service Desk Analyst (m/f/d).

Did you know that every time you take a flight, travel somewhere or switch on the electricity at the touch of a button, there’s a chance that Doncasters has played a part?

We are a specialist manufacturer of complex precision cast components for aerospace engines and industrial gas turbines, supporting leading OEM programmes. We excel in turning metals into motion, working in alloys and manufacturing complex product designs to offer an unparalleled range of solutions for high performance and specialist applications.

At its Bochum site, Doncasters Precision Castings-Bochum GmbH, with around 600 employees, manufactures impellers and guide vanes for aircraft engines and stationary gas turbines using the investment casting process. The Bochum facility produces both polycrystalline and directionally solidified or single-crystal components.

We employ more than 3,000 people across 14 core manufacturing facilities globally, providing the scale and expertise required to serve leading aerospace engine and IGT OEMs.

At Doncasters, we believe in doing things the right way. That means acting with integrity, delivering with commitment, and working as one team to achieve more, together. Whether you're developing precision-engineered components, running world-class manufacturing operations, or supporting our people and processes, your role is part of something much bigger.

Join us and contribute to a legacy built on performance, precision, and the values that drive us forward - excellence, commitment, integrity, and teamwork.

Your responsibilities

The focus of this role is on serving as the primary interface between users and IT services, ensuring efficient handling of incidents and requests. Key responsibilities include:

• Acting as the first point of contact for IT incidents and service requests in Bochum and providing support to the entire group of companies
• Providing first- and second-level support for hardware, software, networks and business applications (ERP, MRP, Office 365, CCTV, telephony, etc.)
• Diagnosing and resolving technical faults within defined SLA timeframes, and escalating complex incidents to third-level support or external service providers where necessary
• Ensuring the proper recording, categorisation, processing and closure of tickets in the IT Service Management System (ITSM)
• Ensuring close and service-oriented communication with end users, as well as providing regular updates on processing status and proposed solutions
• Administration and support of Windows desktop PCs, laptops, mobile devices and user accounts (Active Directory, Office 365)
• Support with server and network audits, backup monitoring and patch management in accordance with IT standards
• Ensuring the installation, configuration and maintenance of IT hardware and software in accordance with defined security standards
• Compliance with and implementation of IT security policies, particularly in the areas of password management, access control and multi-factor authentication
• Support with audits, compliance checks and the local implementation of IT security frameworks
• Escalating issues relating to antivirus software, data backup and system alerts
• Supporting IT procurement requests for hardware, software and services in accordance with IT processes
• Creating and maintaining documentation such as user manuals, knowledge base articles and standard operating procedures
• Contributing to the continuous optimisation of IT processes, support documentation and end-user training

Your profile:

• A relevant professional qualification in the IT sector or extensive professional experience in the IT sector is desirable
• Demonstrated commitment to continuous professional development
• ITIL Foundation certification is an advantage
• Previous experience in a service desk or IT support role (1st and 2nd level) is required
• In-depth technical knowledge of Microsoft products (Windows 10/11, Office 365, Active Directory)
• Experience with the ManageEngine product range is desirable
• Experience in supporting ERP/MRP systems (e.g. Infor) is desirable
• Knowledge of network technologies (LAN/WAN/Wi-Fi)
• Knowledge of ITSM tools and processes (e.g. incident, request and escalation workflows)
• A good understanding of best practices in cybersecurity.
• Solid knowledge of troubleshooting and diagnosing hardware and software issues
• Effective communication and customer service skills
• Self-motivated, proactive and with a keen eye for detail
• Fluency in German and English is essential

What we can offer you:

• An attractive salary in line with collective agreements, as well as comprehensive benefits

• A 35-hour working week, 30 days’ holiday and a 13.1-month salary

• An 18-month fixed-term employment contract

• Excellent opportunities for professional development, both personally and professionally

• An interesting and varied role

• A friendly and supportive working environment within an open-minded team

• Attractive benefits, including Jobrad bike leasing, Hansefit and much more

• Exciting challenges within an international corporate environment at our Bochum site in the heart of the Ruhr region

Doncasters Values:

We foster a winning mindset that enables everyone to be both safe and able to fulfil their potential. We strive for excellence, commitment, integrity and team work in the pursuit of our goals.

To Apply

Apply online or via E-Mail at bewerbung@doncasters.com

We’ll be in touch with you quickly after receiving your application.

Equal opportunities

Doncasters is committed to achieving workforce diversity and we pride ourselves on creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, national origin, race, age, gender, disability- physical or hidden, sexual orientation, veteran status, or religious belief. We provide a fully inclusive and accessible recruitment process. We encourage all applicants to reach out if they require any support or assistance to enable them to thrive throughout our recruitment process; we want to ensure that your beautiful mind makes industrious motion, Please contact careers@doncasters.com .