Service Desk Specialist

Job Title : German Technical support

Service Desk Analyst, min 2 to 3 years of experience

Voice support German Language

• Identify and diagnose issues and problems

• Advise users on appropriate course of action.

• Monitor issues from start to resolution.

• Performing Technical Troubleshooting through ITIL process

• Ticket creation, Logging, Managing S-Now Incidents and Service requests.

• Ensuring user queries or issues are captured, validated, and triaged for further processing.

• Ensuring that various types of information are communicated to users through the appropriate channel.

• Level 1 troubleshooting with Contact Source: E-Mail, Telephone and Chat.

• Escalate, if needed, unresolved problems to a higher level of support.

• Perform Remote troubleshooting, escalations.

• Tool’s handling (User creation though Active Directory, P3 and P4 Ticket creation and perform troubleshooting).

• Account Password (Windows, Okta, SAP and VPN) and User-Information (Name, E-Mail, Contact details and Group Accesses) update with Active Directory tool.

• Ensuring timely Software or Hardware deployment.

• Handling SAP issues (Password change, Account validity extension, details update)