Job Description

Job Description

Role Summary

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 , 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 issue...

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