Job Description
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
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 te...
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