Service Desk Analyst

Envision Employment Solutions is currently looking for a Associate Service Desk Analyst - German Speaking for one of our partners, an IT Services and IT Consulting company__.

THE ROLE

When something stops working, you’re the first voice a user hears, and often the one who fixes it. You’ll provide first line technical support to clients around the world in German and English, handling everything from login issues to software problems over phone, email and chat. It’s a fast paced, hands on role in a 24/7 operation, with a hybrid setup and flexible shifts. If you’re fluent in German, love technology and enjoy helping people, this is a great place to build an IT career.

WHAT YOU'LL DO

• Act as the first point of contact for clients, handling requests by phone, email, webchat and other channels within agreed service levels (SLAs)
• Deliver excellent customer service in line with our quality standards
• Gather user information and accurately log incidents and service requests in the ticketing system
• Diagnose, troubleshoot and resolve technical issues efficiently, escalating complex cases to the right resolution team when needed
• Monitor the ticket queue closely to make sure issues are picked up and resolved on time
• Work alongside the Incident Manager on high priority issues
• Take ownership of each case from start to finish, following up until it’s fully resolved
• Become an expert in our support tools, including automation software

WHAT WE'RE LOOKING FOR

• Bachelor’s degree in any relevant field
• 0 to 2 years of experience in IT support, a service desk or a similar customer facing role; fresh graduates are welcome to apply
• Fluency in German, written and spoken
• Very good command of English
• A genuine interest in technology and a logical, problem solving mindset
• Clear, patient communication, even with frustrated users
• Comfortable working shifts in a 24/7 environment

YOU'LL THRIVE HERE IF YOU

• You enjoy figuring out why something isn’t working, and fixing it
• You stay calm and friendly when a user is stressed or in a hurry
• You like switching between phone, email and chat throughout the day
• You take ownership and don’t let a ticket slip through the cracks
• You want to start a career in IT and grow with a global team

WHY THIS ROLE

This is a real entry point into IT, where you’ll use your German every day, build hands on technical skills and work with clients from around the world, all with the flexibility of a hybrid setup.