Job Summary

We are seeking a proactive and customer-focused Service Desk Analyst fluent in English and German to join our IT support team. The ideal candidate will be responsible for providing first-level technical support to end-users, resolving IT issues, and ensuring high levels of customer satisfaction.

Key Responsibilities

- Provide first-line technical support via phone, email, and chat in English and German.
- Log, track, and resolve incidents and service requests using the ITSM tool.
- Troubleshoot hardware, software, and network-related issues.
- Escalate unresolved issues to appropriate support teams.
- Ensure timely follow-up and resolution of user queries.
- Maintain documentation of issues and resolutions.
- Adhere to SLAs and quality standards.
- Contribute to knowledge base articles and FAQs.





Skill RequirementsRequired Skills & Qualifications:

- Proficiency in English (C1 or above) and German (B2 or above).
- 1-3 years of experience in a Service Desk or IT Support role.
- Strong knowledge of Windows OS, MS Office, and basic networking.
- Familiarity with ITSM tools like ServiceNow, BMC Remedy, or similar.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced, team-oriented setting.

Other RequirementsPreferred Qualifications:

- ITIL Foundation certification.
- Experience supporting international clients.
- Knowledge of remote desktop tools and ticketing systems.

📌 Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCL Technologies
📍 India