Multilingual Support Analyst (Dutch) L2 Service Desk

Job Title: Multilingual Support Analyst (Dutch) L2 Service Desk Location: BLR,CHE,HYD Shift: Rotational / CET Hours / 24x7 Experience: 2-4 years (relevant L2 support experience preferred) Language Requirement: Fluency in Dutch and English (written and verbal) Job Summary: We are seeking a proactive and customer-focused Multilingual Support Analyst fluent in Dutch to join our L2 Service Desk team. The role involves providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction. This is an excellent opportunity to work in a dynamic environment supporting global users. Key Responsibilities: Provide Level 2 technical support for hardware, software, network, and application-related issues • Handle escalated tickets from L1 service desk and ensure timely resolution • Communicate effectively with end users in Dutch and English via phone, email, and remote tools • Troubleshoot incidents, perform root cause analysis, and implement preventive measures • Escalate complex issues to L3 teams or relevant support groups as required • Document all incidents, resolutions, and updates in the ticketing system • Adhere to defined SLAs and maintain a high level of first-time resolution • Collaborate with global support teams and contribute to knowledge base creation • Follow ITIL processes for incident, problem, and change management Required Skills & Qualifications: • Fluency in Dutch and English is mandatory • 2+ years of experience in a technical support/service desk role, preferably at L2 level • Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts • Experience with remote support tools and ticketing systems (e.g., ServiceNow, Remedy) • Knowledge of ITIL framework; ITIL certification is a plus • Excellent communication and problem-solving skills • Ability to work independently and manage multiple priorities Preferred Qualifications: • Experience supporting enterprise environments • Knowledge of additional European languages is an advantage • Technical certifications (e.g., CompTIA A+, Microsoft, Cisco) are a pLUS