Job Summary

We are looking for a skilled and customer-focused German Service Desk Analyst to provide first-level IT support to German-speaking users. The candidate will be responsible for resolving technical issues, handling service requests, and ensuring high levels of customer satisfaction while adhering to defined SLAs.

Key Responsibilities

• Provide IT support to end users via phone, email, chat, and ticketing tools in German and English.
• Log, categorize, prioritize, and resolve incidents and service requests.
• Troubleshoot hardware, software, network, VPN, email, and application-related issues.
• Escalate unresolved issues to appropriate support teams and follow up until closure.
• Maintain accurate documentation of incidents, resolutions, and standard operating procedures.
• Monitor ticket queues and ensure adherence to SLA commitments.
• Assist users with password resets, account management, and access-related requests.
• Deliver excellent customer service and maintain high customer satisfaction scores.
• Collaborate with global IT teams to ensure timely issue resolution.

Skill Requirements

• Fluent in German (B2/C1 level or above) and English (written and verbal).
• Graduate in any discipline.
• Experience in IT Service Desk, Help Desk, or Technical Support.
• Knowledge of Windows OS, Microsoft Office 365, Active Directory, VPN, and remote support tools.
• Understanding of ITIL processes and incident management.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.

Other Requirements

• ITIL Foundation Certification.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or BMC.

Exposure to international customer support environments.