Senior Analyst - German Language, Microsoft Windows

About the role

This role provides German-language Level 1 Service Desk support for customers' users, ensuring that incidents and requests are logged, diagnosed, resolved or escalated in line with agreed procedures and service levels. It covers standard enterprise software, accounts, email, Teams, connectivity, access and endpoint questions.

Key responsibilities

• Manage German-language user contacts across all approved Service Desk channels.
• Create complete and accurate ServiceNow records for every reportable contact, validating user information, symptoms, business impact and affected service.
• Apply agreed ticket categorization, priority and assignment rules.
• Troubleshoot at Level 1 using approved manuals, SOPs, knowledge articles and remote tools, resolving eligible incidents and service requests at first contact.
• Escalate tickets needing L2/L3 support promptly, with full troubleshooting evidence, and coordinate with resolver teams and third parties while keeping users informed.
• Write complete, accurate and reusable work notes and resolution descriptions.
• Promote self-service and help users adopt approved digital-support capabilities.
• Contribute knowledge articles, FAQs and documentation based on recurring German-language issues.
• Take part in SLA improvement, quality reviews, training and continuous-improvement activities.

Required profile

• Professional fluency in spoken and written German.
• Sufficient English for knowledge transfer and internal communication.
• Relevant Service Desk, technical-support or customer-support experience.
• Strong ownership, prioritization, communication and ticket-quality skills.

Required skills

• Familiarity with ServiceNow, incident management and service-request fulfilment.
• Working knowledge of Microsoft workplace technologies and endpoint troubleshooting.