IT Service Desk Analyst (German Speaker)

Experience: 2-6 years

Location: Makati - Onsite (Rotational shift)

Salary: 80K-85K PHP

Job Overview:

We are seeking a German-speaking Service Desk Agent to provide first-line technical support to end users. The ideal candidate will handle IT incidents, service requests, and basic troubleshooting while delivering excellent customer service in German and English.

Key Responsibilities

• Provide Level 1 IT support via phone, email, chat, and ticketing systems

• Handle incidents and service requests related to:

o Windows OS, laptops, desktops

o MS Office / M365 applications

o Network connectivity, VPN, printers

o Password resets and account access

• Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, Jira, etc.)

• Communicate clearly with users in German (primary) and English

• Follow ITIL-based processes and SLAs

• Initiate/ drive Major Incidents

• Escalate unresolved issues to Level 2/3 support teams

• Maintain accurate documentation and knowledge-base articles

• Provide a high level of customer satisfaction and professionalism

Required Skills & Qualifications

• Fluent German (spoken and written) – Mandatory

• Good command of English

• 2+ year experience in IT Service Desk or Technical Support

• Basic to intermediate knowledge of:

o Windows 10/11

o MS Office / Outlook

o Active Directory (user account management)

• Excellent communication and problem-solving skills

• Willingness to work in shifts (if required)