German Language Expert - Service Desk

Role Overview: You will be joining the Global IT support team as a German Language Service Desk Analyst. Your main responsibility will be to provide first-level technical assistance to German-speaking users. This will involve diagnosing and resolving hardware, software, and network issues, managing user accounts, and delivering exceptional customer service in both German and English. Key Responsibilities: - Provide first-line technical support via phone, email, and chat in German and English. - Diagnose and resolve hardware, software, and network issues. - Perform basic troubleshooting in Active Directory, SAP, Exchange Admin Centre, Azure, and basic O365 support. - Manage user account issues such as password reset, account unlock, and access problems. - Accurately log incidents and service requests in the ticketing system (ServiceNow). - Escalate complex issues to the appropriate support levels or teams. - Follow up with users to ensure complete resolution and satisfaction. - Maintain knowledge base (KB) articles and SoP (Standard Operating Procedure) documentation in German and English. - Collaborate with global IT teams to ensure consistent support delivery. Qualifications Required: - Language Proficiency: Fluent in German (B2 or above) and English (B2 or above). - Technical Knowledge: Basic understanding of Windows OS, MS Office, and common enterprise applications. Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow). - Customer Service: Strong communication and interpersonal skills. Ability to handle high-pressure situations with professionalism and empathy. Ability to provide support using different channels of communication - Voice, Chat, and Email. - Problem-Solving: Analytical mindset with attention to detail. Ability to troubleshoot and resolve issues independently. - Education: Bachelors degree in IT, Computer Science, or related field (preferred). ITIL Foundation certification is a plus.,