Provide Level 1 IT Service Desk support to end users via phone, email, chat, and service management tools.
Receive and handle incoming calls directly from German-speaking and English-speaking users.
Log, categorize, prioritize, and track incidents and service requests in the ticketing system.
Diagnose and resolve common IT issues related to:
Windows operating systems
Microsoft Office 365
Outlook and Exchange
Citrix and VDI troubleshooting
Active Directory
Password resets and account management
Printers and peripheral devices
Network and connectivity issues
Distribution Lists/Shared Mail Box
Follow established processes, SLAs, and support procedures.
Escalate unresolved issues to appropriate Level 2/Level 3 support teams.
Maintain accurate documentation of incidents, resolutions, and knowledge articles.
Provide excellent customer service and ensure high user satisfaction.
Monitor tickets proactively and provide timely updates to users.




Participate in shift operations and support coverage as required.

Required Skills & Qualifications
Fluency in German (C1/C2 level) is mandatory.
Solid verbal and written communication skills in German and English.
Experience in IT Service Desk, Help Desk, Technical Support, or Customer Support roles.
Valuable understanding of ITIL-based support processes.
Knowledge of:
Windows 11
Microsoft Office 365
Active Directory
Microsoft Teams
VPN and Remote Access Tools
Basic Networking Concepts
Experience working with ticketing tools such as Jira Service Management
Robust troubleshooting and analytical skills.
Ability to work effectively under pressure and manage multiple priorities.
Customer-centric mindset with excellent interpersonal skills.

📌 It Support German Language Hyderabad
🏢 Sonata Software
📍 Hyderabad