Associate Service Desk Analyst - German Speaking

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 our quality standards Gather user information and accurately log incidents and service requests in the ticketing system Diagnose, troubleshoot and resolve technical issues efficiently, escalating complex cases to the right resolution team when needed Monitor the ticket queue closely to make sure issues are picked up and resolved on time Work alongside the Incident Manager on high priority issues Take ownership of each case from start to finish, following up until it s fully resolved Become an expert in our support tools, including automation software You enjoy figuring out why something isn t working, and fixing it You stay calm and friendly when a user is stressed or in a hurry You like switching between phone, email and chat throughout the day You take ownership and don t let a ticket slip through the cracks You want to start a career in IT and grow with a global team

Desired Candidate 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 to apply Fluency in German, written and spoken Very good command of English A genuine interest in technology and a logical, problem solving mindset Clear, patient communication, even with frustrated users Comfortable working shifts in a 24/7 environment