Role & Responsibilities

- Having Good Experience in German Or Italian language.

- Provide L1 technical support to users through phone, email, chat and ticketing tools.

- Log, categorize, prioritize and resolve incidents and service requests within defined SLAs.

- Troubleshoot basic hardware, software, network, VPN, printer and login-related issues.

- Provide support for Windows OS, Microsoft Office / Microsoft 365, Outlook and Active Directory.

- Perform password resets, account unlocks and basic user access management.

- Monitor ticket queues, follow up on pending tickets and ensure timely resolution.

- Escalate complex or unresolved issues to L2/L3 support teams.

- Maintain accurate ticket documentation and update users on issue status.

- Follow ITIL-based Incident Management, Problem Management and Service Request processes.

- Ensure customer satisfaction through explicit communication and professional service.

- Support remote users and follow standard operating procedures (SOPs)



and knowledge-base articles.

Preferred Candidate Profile

- 1+ years of experience in German Or Italian language, Service Desk, IT Helpdesk, Technical Support or Desktop Support.

- Hands-on experience with ticketing tools such as ServiceNow, Jira Service Management or BMC Remedy.

- Basic knowledge of Windows OS, Microsoft 365, Outlook, Active Directory and networking fundamentals.

- Understanding of incident management, ticket prioritization, escalation procedures and SLA adherence.

- Good verbal and written communication skills.

- Strong troubleshooting, problem-solving and customer-handling skills.

- Willingness to work in rotational shifts, including night shifts, if required.

- ITIL Foundation certification is an added advantage.

- Experience supporting international users or working in a 247 support environment is preferred.

📌 German / Italian - Service Desk (Bengaluru)
🏢 Pracyva Consulting Services
📍 Bengaluru