HCLTech→
Analyst - English, German, Microsoft Windows at HCLTech · Sofia
Skills
Job Description
Job Summary
We are looking for a German Service Desk Analyst (L1) to provide first-level IT support to German-speaking users. The ideal candidate will be responsible for handling incidents and service requests, troubleshooting basic IT issues, and ensuring a high level of customer satisfaction while adhering to SLA commitments.
Key Responsibilities
Act as the first point of contact for German-speaking users via phone, email, chat, and ticketing systems. Log, categorize, prioritize, and track incidents using ServiceNow or similar ticketing tools. Provide first-level support for: Windows 10/11 Microsoft Office 365 Outlook Active Directory VPN and Remote Access Printers and Peripheral Devices Perform password resets, account unlocks, and user administration tasks. Troubleshoot software and hardware-related issues. Escalate unresolved incidents to L2/L3 support teams as per defined processes. Follow ITIL-based incident and request management procedures. Maintain accurate documentation of issues and resolutions. Ensure compliance with SLA and quality standards.
Skill Requirements
German language proficiency (B1/B2 mandatory). Good verbal and written communication skills in German and English. Basic knowledge of: Windows Operating Systems Microsoft Office Suite / O365 Active Directory Networking Fundamentals VPN Connectivity Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Zendesk. Understanding of ITIL processes.