Service Desk Analyst – German Speaker

About the role

We are looking for a Service Desk Analyst who can provide first‑line IT support to our customers while speaking fluent German and English. The role is based in our Global Delivery centre in Morocco and focuses on maintaining high availability and delivering a positive customer experience.

Key responsibilities

• Maintain high login efficiency and availability for customers.
• Provide Level 1 remote desktop support via phone, email or chat, diagnosing and resolving hardware, software and network issues within SLA.
• Update work logs, follow escalation procedures and route complex cases to 2nd/3rd‑level support.
• Contribute to knowledge‑base updates and self‑development activities.
• Adhere to quality standards, regulatory requirements and company policies.
• Ensure positive CSAT through first‑call resolution and minimal average handling time.

Required profile

• Excellent verbal and written communication skills in German and English.
• Strong customer‑handling abilities and resourcefulness in unforeseen situations.
• Quick learner with a willingness to acquire new information continuously.

Required skills

• Good working knowledge of Windows operating system.
• Proficiency with Microsoft Office suite.
• Familiarity with Internet browsers, antivirus and firewall software.
• Understanding of PC hardware components.
• Basic knowledge of ITIL processes (asset).