Job
Description
Job Description: We are seeking a detail-oriented and customer-focused Service Desk Analyst with proficiency in German and English to join our IT support team. The successful candidate will play a key role in ensuring the smooth resolution of IT issues and requests raised by users across the organization. You will be the first point of contact for technical support, helping users resolve issues efficiently and ensuring a high level of customer satisfaction. Key Responsibilities: Provide first-level technical support via phone, email, and chat for hardware, software, and network-related issues. Handle incidents and service requests in a Service Desk or Call Centre environment, ensuring timely resolution and follow-up. Maintain accurate records of all interactions and resolutions using ticketing systems. Communicate effectively with users in German (B1 level or above) and English , both verbally and in writing. Troubleshoot basic issues related to operating systems, hardware, standard office applications, and network connectivity. Follow standard operating procedures and ITIL-based processes to ensure service consistency and quality. Escalate complex issues to second-level support or relevant teams as needed, providing all necessary details for resolution. Apply a methodical and analytical approach to problem-solving and service delivery. Demonstrate empathy, patience, and professionalism when dealing with end-users, understanding their needs and ensuring customer satisfaction. Collaborate with team members and other departments to meet service level objectives and contribute to continuous improvement efforts. Ensure all tasks comply with organizational quality standards and documentation practices. Key Requirements: Hands-on experience in a Service Desk or Call Centre support role. Language proficiency: German (minimum B1 level or above) and fluent English (verbal and written). Strong interpersonal and communication skills, with the ability to explain technical issues in user-friendly terms. Basic technical knowledge of hardware, operating systems, networking, and databases. Organized, reliable, and able to work independently and collaboratively within a team environment. Demonstrated ability to prioritize tasks, manage time effectively, and handle multiple requests simultaneously. Customer-focused mindset with a commitment to delivering high-quality support. Familiarity with IT service management tools and ticketing systems (e.g., ServiceNow, BMC Remedy) is a plus. Understanding of ITIL processes and best practices is desirable. Why Join Us? Be part of a supportive and collaborative global IT team. Opportunity to grow within a dynamic, technology-driven environment. Engage with diverse users and help solve real-time IT challenges. Gain experience in a multilingual and multicultural service environment.
