IT Service Specialist (m f d)

📋 Description

• • You will be the first point of contact for more than 1,300 Statista colleagues worldwide, delivering best-in-class IT support that keeps our global workforce productive and happy. Whether a journalist in New York needs a new MacBook configured, an analyst in London struggles with VPN access, or a data scientist in Tokyo hits a software road-block, you solve their issues with speed, empathy and precision.
• • Own the full life-cycle of IT requests: receive tickets via Kanbanize/ServiceNow, diagnose problems remotely or on-site, implement fixes, and document every step so the next occurrence can be handled through our self-service portal. Your meticulous documentation turns one-off fixes into scalable knowledge.
• • Become our Apple ambassador. You will configure, deploy and troubleshoot macOS and iOS devices using JAMF and Microsoft Intune, ensuring seamless integration with our hybrid cloud environment. When Apple releases a new OS, you pilot the upgrade, test business-critical apps, and roll it out with zero downtime.
• • Collaborate hand-in-hand with IT Engineering and IT Security to evolve our Apple-first strategy. You will feed real-world pain points into sprint planning, beta-test new tools, and translate technical changes into user-friendly communications that land well before go-live.
• • Shape the future of our digital workplace. Identify patterns in ticket data, propose automation or self-service solutions, and see your ideas move from whiteboard to production. Recent wins include a zero-touch Mac enrollment workflow that cut onboarding time from 45 to 8 minutes.
• • Champion a culture of continuous learning. Run monthly "Tech Tuesday" micro-trainings, create bite-size video tutorials, and maintain an internal wiki that empowers colleagues to solve tier-1 issues themselves. You grow while helping others grow.
• • Keep cool under pressure. When the Wi-Fi drops during an all-hands or a phishing wave hits, you coordinate incident response, communicate transparently across Slack and email, and restore service before panic sets in.
• • Contribute to global IT projects such as hardware refresh cycles, SaaS rollouts, or ISO 27001 audits. Your frontline insights ensure that what looks good on paper actually works in the real world.
• • Travel occasionally to our European hubs (Berlin, London) to provide on-site support during major events or office moves, experiencing our vibrant international culture first-hand.