Associate Service Desk Analyst (German Speaking)

About the role

Capgemini is looking for a fluent German‑speaking IT enthusiast to join its Service Desk team in Egypt. You will provide first‑line technical support to global clients, ensuring issues are resolved quickly and within SLA targets. The position follows a hybrid work model with flexible shifts covering a 24/7 operation.

Key responsibilities

• Act as the first point of contact for client inquiries via phone, email, web‑chat and other channels, adhering to SLA commitments.
• Log incidents and service requests accurately in the ticketing tool and gather necessary user information.
• Diagnose, troubleshoot and resolve technical issues, escalating complex cases when required.
• Monitor the ticket queue to ensure timely resolution and collaborate with the Incident Manager on high‑priority incidents.
• Maintain ownership of the end‑to‑end support process and become proficient with automation software and other support tools.

Required profile

• Bachelor’s degree in a relevant field.
• 0‑2 years of experience in a similar IT support role.
• Fluent German and strong English communication skills.

Required skills

• Ticketing tool usage.
• Automation software.