Multilingual Service Desk Analyst (German)

Service Desk Analyst Job Description: Education requirements

• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field

Job Role and responsibilities

• Handles first line incidents, including triage and troubleshooting, resolution where possible and assignment or escalation of tickets to 2nd/3rd line support teams. • Supports Service Request Management and Service Restoration Management Level 1 • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills. • Receive and respond to user inquiries and requests via phone, chat, portal and email. • Ensure fast and accurate turnaround of work. • Solve problems using agreed upon procedures. • Develop a comprehensive understanding and mastery of all Service Desk tools. • Remain updated on products, policy, procedure and other important operational issues.

Knowledge and skills

• Good written and verbal communication skills in the English language • Proactive, service-minded, and able to multi-task

Others

• Able to work well in a high pressure environment • Flexible and able to adapt to changes quickly and think conceptually

Skills:

English, German, Detail-oriented, Retail, ServiceNow