Service Desk Analyst - German

About the role

We are looking for a German‑speaking Service Desk Analyst to deliver Level 1 IT support to global users. The role involves troubleshooting hardware, software and network issues while providing excellent customer service in both German and English.

Key responsibilities

• Provide Level 1 desktop support via phone, email, chat and remote tools.
• Assist German‑ and English‑speaking users, ensuring clear communication and timely resolution.
• Meet agreed Service Level Agreements and quality standards.
• Achieve First Call Resolution targets while keeping Average Handling Time low.
• Document incidents, requests and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate support teams.
• Follow company policies, operational procedures and regulatory requirements.
• Contribute to knowledge management by updating documentation and knowledge‑base articles.
• Engage in continuous learning and professional development.

Required profile

• Fluent in German and English, both spoken and written.
• Strong customer‑service orientation and communication skills.
• Ability to work in a multilingual, multicultural environment.

Required skills

• Solid understanding of Windows operating systems and desktop support environments.
• Experience with ticketing systems and service‑desk operations.
• Basic knowledge of networking fundamentals and troubleshooting techniques.