The Service Desk Analyst - German Bilingual role provides technical support to German-speaking clients via phone, email, and chat. Responsibilities include troubleshooting hardware, software, and network issues, managing incidents in a ticketing system, escalating complex problems, and ensuring timely resolution. Key requirements are strong German and English communication skills, problem-solving abilities, and a focus on customer service.
Salary: 50,000 - 80,000
Work Setup:
Location - Nuvali, Sta. Rosa Laguna
Shift Schedule - (3:00 PM – 12:00 AM PHT) or 8:00 to 17:00 (CET +1:00)
Time zone: (Primarily EMEA Region, with occasional support for Americas and APAC)
Requirements:
Fluency in German is required.
Experience with IT service management tools, with a preference for ServiceNow.
Strong problem-solving skills and the ability to troubleshoot hardware, software, and network issues.
Excellent communication skills and the ability to inform users about IT service interruptions.
Ability to manage multiple incidents and service requests efficiently.
Strong documentation skills and attention to detail.
Customer-focused mindset with a commitment to improving the customer experience.
Ability to work in a fast-paced environment and handle stressful situations calmly.
Completed education, preferred in Technical or Business informatics
Knowledge and practical experience in Microsoft-related systems, network technologies and PC Support
Typically requires 1-2 years experience in Service Desk role
ITIL Certification is a plus
