Associate Service Desk Analyst - German Speaking

Envision Employment Solutions is currently looking for a Associate Service Desk Analyst - German Speaking for one of our partners, an IT Services and IT Consulting company.

THE ROLE

When something stops working, you’re the first voice a user hears, and often the one who fixes it. You’ll provide first line technical support to clients around the world in German and English, handling everything from login issues to software problems over phone, email and chat. It’s a fast paced, hands on role in a 24/7 operation, with a hybrid setup and flexible shifts. If you’re fluent in German, love technology and enjoy helping people, this is a great place to build an IT career.

WHAT YOU'LL DO

• 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