Senior Service Desk Analyst (f/m/d) - maternity cover

IDnow is a leader in digital identity and fraud prevention in Europe with a mission to transform trust into the most powerful asset in the digital world, empowering enterprises with AI-driven, SaaS-based identity solutions that deliver scalable security, adaptive compliance, and real-time fraud prevention. Through its broad portfolio of digital identity and fraud prevention solutions, IDnow establishes, maintains and enriches trust throughout the customer journey, ensuring businesses can confidently and securely operate while leveraging digital identity to drive growth, security and scalability.

The company has offices in Germany, United Kingdom, Romania and France, and is backed by renowned institutional investors, including Corsair Capital and Seventure Partners. Its portfolio of international clients spans a wide range of end markets including financial services, telecommunications, travel & mobility, gaming, and other industries.

At IDnow, we believe identity verification should be as secure and seamless as possible. As part of our Service Desk team, you’ll play a key role in ensuring customers receive fast, high-quality support and guidance while working closely with teams across the business.

This role is perfect for someone who enjoys solving problems, working analytically, and being the trusted first point of contact for customers in a fast-paced SaaS environment.

Your Impact

As one of the first touchpoints for our customers, you create outstanding first impressions and ensure smooth communication throughout the support process. You understand priorities quickly, coordinate information efficiently, and help accelerate issue resolution across teams.

You will:

• Act as the first interaction point for customers contacting the IDnow Service Desk
• Prefilter, prioritize and group incoming support cases to improve turnaround times
• Analyze issues, correlate information and provide meaningful solutions for customers and internal teams
• Use modern AI-powered tools and internal knowledge systems to maximize efficiency and support quality
• Provide accurate pre-analysis and status updates to collaborators and stakeholders
• Work closely with Customer Success, Product and Technology teams to ensure fast and smooth issue resolution
• Continuously challenge and improve existing processes with a proactive, solution-oriented mindset

What You Bring

We’re looking for someone who combines customer-centric thinking with strong analytical and communication skills.

You ideally bring:

• Experience in customer-facing roles within B2C software, SaaS or enterprise technology environments
• Strong customer support or service desk experience
• Understanding of regulated industries such as Financial Services, Compliance or GDPR-related environments
• Analytical and structured problem-solving capabilities
• Excellent communication skills in English (German and/or French are a plus)
• A proactive mindset with the ability to think outside the box and identify improvement opportunities
• The ability to prioritize tasks effectively and maintain a high sense of urgency

Perks & Benefits

• Health & Wellbeing: Use your full access to the mental health platform nilo, including 1on1 sessions.
• We value personal and professional development: make full use of Udemy, our training platform with 24/7 access and unlimited content/course consumption incl. certification.
• We make your remote work comfy: we provide support on equipment and offer flexible working hours.
• We value collaboration & love to come together: regular onsite gatherings, internal initiatives and summer parties to connect outside of work.
• May your family require your attention or other reasons apply: use the benefit of our paid specialleave days.
• Enjoy the possibility to combine work with a longer stay at your holiday destination or extend a weekend with our Workcation possibilities.
• In addition to the perks & benefits above, we offer specific benefits that differ between our locations.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.