Job Summary

We are looking for a Bilingual Service Desk Analyst (German) to join our growing IT support team. The successful candidate will provide first-line technical support to German and English-speaking users, troubleshoot basic IT issues, log service requests, and ensure excellent customer experience.

Key Responsibilities

• Serve as the first point of contact for IT issues via phone, email, and chat in German and English.
• Log, triage, and prioritize incidents and service requests using the ticketing system.
• Perform basic troubleshooting for:
• Password resets and account unlocks
• Printer and network connectivity issues
• VPN and remote access concerns
• Windows and macOS user support
• Common business application errors
• Escalate complex issues to Level 2/Level 3 support with complete documentation.
• Provide timely updates and communicate resolutions clearly to users in their preferred language.
• Contribute to maintaining IT knowledge base articles and process improvements.
• Ensure compliance with SLAs, KPIs, and quality standards.

Qualifications

• Fluent in German (professional working proficiency) and English (business proficiency).
• Preferably with Service Desk or IT Support experience.
• Familiar with ticketing tools such as ServiceNow, Jira, or Zendesk.
• Basic understanding of Windows, macOS, Office 365, networking, and remote support tools.
• Strong communication and problem-solving skills in both languages.
• Customer-oriented mindset and ability to work in a fast-paced environment.
• Amenable to work onsite in BGC, Taguig.
• Willing to work on a night shift schedule.