German / Italian - Service Desk

Role & Responsibilities

• Having Good Experience in German Or Italian language.
• Provide L1 technical support to users through phone, email, chat and ticketing tools.
• Log, categorize, prioritize and resolve incidents and service requests within defined SLAs.
• Troubleshoot basic hardware, software, network, VPN, printer and login-related issues.
• Provide support for Windows OS, Microsoft Office / Microsoft 365, Outlook and Active Directory.
• Perform password resets, account unlocks and basic user access management.
• Monitor ticket queues, follow up on pending tickets and ensure timely resolution.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Maintain accurate ticket documentation and update users on issue status.
• Follow ITIL-based Incident Management, Problem Management and Service Request processes.
• Ensure customer satisfaction through clear communication and professional service.
• Support remote users and follow standard operating procedures (SOPs) and knowledge-base articles.

Preferred Candidate Profile

• 1+ years of experience in German Or Italian language, Service Desk, IT Helpdesk, Technical Support or Desktop Support.
• Hands-on experience with ticketing tools such as ServiceNow, Jira Service Management or BMC Remedy.
• Basic knowledge of Windows OS, Microsoft 365, Outlook, Active Directory and networking fundamentals.
• Understanding of incident management, ticket prioritization, escalation procedures and SLA adherence.
• Good verbal and written communication skills.
• Strong troubleshooting, problem-solving and customer-handling skills.
• Willingness to work in rotational shifts, including night shifts, if required.
• ITIL Foundation certification is an added advantage.
• Experience supporting international users or working in a 247 support environment is preferred.