Service Desk Analyst - German
HCL Technologies Lanka (Private) LimitedService Desk Analyst - German Job Summary We are seeking a German-speaking Service Desk Analyst to provide Level 1 IT support to global users. The successful candidate will troubleshoot and resolve technical issues while delivering excellent customer service in both German and English. Key Responsibilities Provide Level 1 Desktop Support by diagnosing and resolving hardware, software, and network issues via telephone, email, chat, and remote support tools. Support German-speaking and English-speaking users, ensuring clear communication and efficient issue resolution. Meet agreed Service Level Agreements (SLAs) and service quality standards. Achieve First Call Resolution (FCR) targets while maintaining low Average Handling Time (AHT). Document incidents, requests, and resolutions accurately within the ticketing system. Escalate unresolved or complex technical issues to appropriate support teams when required. Ensure compliance with company policies, operational procedures, and regulatory requirements. Contribute to knowledge management by updating support documentation and knowledge base articles. Engage in continuous learning and professional development activities. Required Skills & Qualifications Fluency in German and English (spoken and written). Excellent customer service and communication skills. Solid understanding of Windows Operating Systems and desktop support environments. Experience with ticketing systems and service desk operations. Basic understanding of networking fundamentals and troubleshooting techniques. Strong problem-solving and analytical abilities. Ability to work effectively in a multilingual and multicultural environment. Preferred Certifications ITIL Foundation Certification. CompTIA A+ Certification. PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS
