Service Desk Analyst - German Language

Description

Description

• 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.
• Handle user account management (password reset, account unlock, access issues).
• Log incidents and service requests accurately in the ticketing system (ServiceNow).
• Escalate complex issues to appropriate support Levels/teams.
• Follow up with users to ensure full resolution and satisfaction.
• Maintain knowledge base articles and SoP (Standard Operating Procedure) documentation in German and English.
• Collaborate with global IT teams to ensure consistent support delivery.
  

Skills And Experience

• Bachelor’s degree in IT, Computer Science, or related field (preferred).
• ITIL Foundation certification is a plus.
• 1–3 years of experience in a Service Desk or IT Support role.
• Fluent in German (B2 or above) and English (B2 or above).
• Basic understanding of Windows OS, MS Office, and common enterprise applications.
• Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow).
• Experience supporting German-speaking clients or working in a multilingual environment.
• Ability to handle high-pressure situations with professionalism and empathy.
• Confidently provide support using different channels of communication - Voice, Chat and Email.
• Analytical mindset with attention to detail.
• Ability to troubleshoot and resolve issues independently.
• Strong communication and interpersonal skills.