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Analyst - English, German, Microsoft Windows

Bulgaria

Job Description

Analyst - English, German, Microsoft Windows

Sofia, Sofia City

Job Summary

We are looking for a German Service Desk Analyst (L1) to provide first-level IT support to German-speaking users. The ideal candidate will be responsible for handling incidents and service requests, troubleshooting basic IT issues, and ensuring a high level of customer satisfaction while adhering to SLA commitments.

Key Responsibilities

Act as the first point of contact for German-speaking users via phone, email, chat, and ticketing systems. Log, categorize, prioritize, and track incidents using ServiceNow or similar ticketing tools. Provide first-level support for: Windows 10/11 Microsoft Office 365 Outlook Active Directory VPN and Remote Access Printers and Peripheral Devices Perform password resets, account unlocks, and user administration tasks. Troubleshoot software and hardware-related issues. Escalate unresolved incidents to L2/L3 support teams as per defined processes. Follow ITIL-based incident and request management procedures. Maintain accurate documentation of issues and resolutions. Ensure compliance with SLA and quality standards.

Skill Requirements

German language proficiency (B1/B2 mandatory). Positive verbal and written communication skills in German and English. Basic knowledge of: Windows Operating Systems Microsoft Office Suite / O365 Active Directory Networking Fundamentals VPN Connectivity Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Zendesk. Understanding of ITIL processes.

Other Requirements

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential.



You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Analyst - English, German, Microsoft Windows (India)
🏢 HCLTech
📍 India