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 skilled 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.
Solid 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