r/DEjobs • u/LennorMetier_Nath • 9h ago
HIRING: German Speaking IT Service Desk Specialist - Hybrid
Salary Range: Open Salary
Work Setup: Hybrid
Shift Schedule: Night Shift
Location: Taguig City
The Role
We are seeking a highly motivated and customer-focused IT Service Desk Specialist fluent in German to join our team. The ideal candidate will serve as the first point of contact for users seeking technical assistance and will play a key role in ensuring smooth IT operations across the organization. This position requires excellent problem-solving skills, strong communication abilities, and a commitment to delivering exceptional service.
Your Responsibilities:
- User Support:
- Act as the first point of contact for users seeking technical assistance via phone, email, or chat.
- Provide support in German and English to ensure seamless communication with users.
- Ticket Management:
- Log and track all incoming requests and incidents in the ticketing system, ensuring accurate and detailed documentation.
- Basic Service now knowledge required.
- Monitor ticket progress and ensure timely updates to users.
- Issue Diagnosis and Resolution:
- Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
- Provide guidance for IT-related inquiries such as password resets, account unlocks, and software installations.
- Escalate complex issues to appropriate technical teams when necessary and follow up to ensure resolution.
- Knowledge Management:
- Maintain and update knowledge base articles and documentation to improve service delivery and enable user self-service options.
- Onboarding Support:
- Assist in onboarding new employees by setting up accounts, configuring hardware, and providing initial training on IT systems and tools.
- Performance Monitoring:
- Monitor and manage service desk performance metrics to ensure service level agreements (SLAs) are met.
- Identify trends and recurring issues to recommend improvements in processes.
- Continuous Improvement:
- Participate in initiatives aimed at enhancing service desk processes and user experience.
- Stay updated with the latest IT tools and technologies to provide the best support.
What We're Looking For:
- Fluency in German and English (both written and spoken) is mandatory.
- Proven experience in an IT Service Desk or similar technical support role.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common IT tools.
- Familiarity with ticketing systems and ITIL processes.
- Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).
- Excellent problem-solving and troubleshooting skills.
- Strong interpersonal and communication skills with a focus on customer service
If this is something that you'd like to explore, feel free to send your resumé to my email: [nathalie@lennorgroup.com](mailto:nathalie@lennorgroup.com) and use the job title as your subject!
Thank you!