Service Desk Analyst (German/French)

About the role

We are looking for a Service Desk Analyst who can provide first‑line technical support to end‑users in both German and French. The role involves diagnosing and resolving hardware, software, and network issues via phone, email, or chat, and ensuring a positive customer experience.

Key responsibilities

• Provide hardware, software, and network problem diagnosis and resolution remotely.
• Route complex issues to 2nd and 3rd level IT support teams.
• Coordinate with vendors and internal support staff for problem resolution.
• Administer user account provisioning and manage user accounts.
• Document incidents and work requests in the Incident Management System.
• Assign tickets to appropriate support teams and follow up until closure.
• Deliver level‑1 remote desktop support following SOPs.
• Participate in knowledge‑base updates, training of freshers, and coaching of analysts.
• Ensure first‑call resolution and maintain high CSAT scores.

Required profile

• Excellent communication skills in German and French.
• Strong technical support background with networking knowledge.
• Ability to work independently and meet SLA targets.
• Fresh graduates to professionals with up to 5+ years of experience.

Required skills

• German language proficiency
• French language proficiency
• Technical support and troubleshooting
• Networking fundamentals
• Hardware and software diagnostics
• Remote desktop support
• User account provisioning
• Incident Management System usage