Service Desk Analyst

Job Description

Role Description: We're seeking passionate Fluent German IT enthusiasts to join our vibrant team and manage our technical support operations! You'll provide top-notch first-line support to our global clients, ensuring a seamless experience. This role offers a hybrid work model with flexible scheduling, allowing you to work shifts across a 24/7 operation.

What You’ll Be Doing

Responsibilities:

• Be the first point of contact for clients, handling inquiries via phone calls, emails, webchats, and other communication channels, all within established service level agreements (SLAs)
• Uphold exceptional customer service standards, following Capgemini's quality guidelines.
• Leverage the Intelligent Service Center by gathering user information, accurately logging incidents and service requests in our ticketing tool.
• Diagnose, troubleshoot, and resolve user technical issues efficiently, adhering to SLA standards. When needed, escalate complex issues to the appropriate resolution team.
• Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
• Collaborate with the Incident Manager on high-priority issues.
• Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
• Become an expert in utilizing our various support tools, including automation software.

Experience & Qualification

• Bachelor’s degree in computer science or a related field.
• 1-2 years’ experience in a similar position.
• Solid understanding of IT concepts and technologies.
• Exceptional communication skills in German, both written and verbal.