IT Service Desk (German Speaking) - Hybrid

Location: BGC

Work Setup: Hybrid

Compensation Flexibility: Open to negotiation for highly qualified candidates.

Work Schedule: Night Shift

KEY RESPONSIBILITIES

• Serve as the first point of contact for technical support requests, assisting users through phone, email, and chat in both German and English.

• Record, categorize, track, and update incidents and service requests in the ticketing system, ensuring accurate documentation and timely resolution.

• Monitor ticket progress, provide regular updates to users, and ensure service requests are handled in accordance with established service level agreements (SLAs).

• Diagnose and resolve common hardware, software, operating system, application, and network connectivity issues.

• Assist users with routine IT requests, including password resets, account unlocks, software installations, and basic system configuration.

• Escalate complex technical issues to the appropriate support teams and follow up to ensure timely resolution.

• Maintain and update knowledge base articles, troubleshooting guides, and technical documentation to improve support efficiency and enable user self-service.

• Support new employee onboarding by setting up user accounts, preparing and configuring IT equipment, and providing initial guidance on company systems and tools.

• Monitor service desk performance metrics, identify recurring technical issues, and recommend improvements to support processes.

• Participate in initiatives to enhance service desk operations, improve the user experience, and maintain familiarity with current IT tools and technologies.

REQUIRED QUALIFICATIONS

• Fluency in both written and spoken German and English.

• Previous experience in an IT Service Desk, Help Desk, or technical support role.

• Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, and common IT support tools.

• Familiarity with ticketing systems and IT service management processes, including basic knowledge of ServiceNow.

• Basic understanding of networking concepts, including TCP/IP, DNS, and VPN connectivity.

• Strong troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve common technical issues.

• Excellent interpersonal and communication skills, with a strong customer service orientation.

• Ability to work independently and collaboratively in a fast-paced support environment.

PREFERRED QUALIFICATIONS

• Experience working with ServiceNow or similar IT Service Management (ITSM) platforms.

• Familiarity with ITIL principles and service management best practices.

• Experience maintaining knowledge base documentation and supporting user self-service initiatives.

• Experience assisting with employee onboarding, account provisioning, and end-user device configuration.

• Experience monitoring service desk performance metrics and working toward defined SLAs.

REQUIRED SKILLS & TECHNOLOGIES

• Languages: German and English, written and spoken.

• Operating Systems: Microsoft Windows.

• Productivity Applications: Microsoft Office Suite.

• IT Service Management: ServiceNow, ticketing systems, incident management, service request tracking, and escalation procedures.

• Networking Fundamentals: TCP/IP, DNS, VPN, and network connectivity troubleshooting.

• Technical Support: Hardware and software diagnostics, application troubleshooting, password resets, account unlocks, and software installation.

• Knowledge Management: Knowledge base maintenance, troubleshooting documentation, and user self-service support.

• Service Delivery: SLA monitoring, ticket prioritization, performance tracking, and continuous improvement.

• Core Competencies: Customer service, communication, analytical thinking, problem-solving, teamwork, and time management.