Role Summary
Job Description
We are looking for an experienced
German-speaking Service Desk Analyst (B2 certified) with strong technical troubleshooting skills to support global users via
inbound calls, emails, and chat. The candidate should have solid expertise in
Microsoft 365, Windows 11, Active Directory, and ServiceNow, along with strong customer handling and communication skills.
Main Tasks
- Provide L1 technical support to end users in German and English (50% each).
- Handle inbound calls, chats, and email tickets through ServiceNow.
- Troubleshoot and resolve issues related to:
- Follow ITIL-based incident management & escalation procedures.
- Log, track, and resolve tickets within defined SLAs.
- Provide step-by-step technical guidance to users with high service quality.
- Collaborate with L2/L3 teams for unresolved issues.
- Maintain documentation and knowledge base articles in ServiceNow.
- Work in rotational shifts including nights and weekends (247 environment).
Required Skills & Qualifications
- German Language Certification B2 or above (mandatory)
- Excellent communication skills in German and English.
- 35 years experience in Technical / IT Service Desk / Helpdesk Support.
- Strong hands-on experience with:
- Microsoft 365 administration & troubleshooting
- Windows 10 / 11 support
- Active Directory & user provisioning
- ServiceNow (or similar ITSM tool)
- Knowledge of:
- Remote support tools
- Basic networking concepts (TCP/IP, DNS, Wi-Fi)
- Printers, scanners, and peripheral devices
- Ability to work in a fast-paced, 247 support environment.
