Associate Service Desk Analyst - German Speaking

About the role

Envision Employment Solutions is recruiting, for one of its partners, an IT services and IT consulting company, an Associate Service Desk Analyst who speaks German. The role provides first-line technical support to clients worldwide in German and English, covering login issues and software problems by phone, email and chat. It is a fast-paced, hands-on position in a 24/7 operation with a hybrid setup and flexible shifts.

Key responsibilities

• Act as the first point of contact for clients, handling requests by phone, email, webchat and other channels within agreed service levels (SLAs)
• Deliver excellent customer service in line with quality standards
• Gather user information and accurately log incidents and service requests in the ticketing system
• Diagnose, troubleshoot and resolve technical issues, escalating complex cases to the right team
• Monitor the ticket queue so issues are picked up and resolved on time
• Work alongside the Incident Manager on high-priority issues and follow each case until it is fully resolved
• Become an expert in support tools, including automation software

Required profile

• Bachelor's degree in any relevant field
• 0 to 2 years of experience in IT support, a service desk or a similar customer-facing role; fresh graduates are welcome
• Fluent German, written and spoken, and very good command of English
• Interest in technology and a logical, problem-solving approach
• Comfortable working shifts in a 24/7 environment