German-speaking L1 Service Desk Analyst

About the role

Join a dynamic team as a German-language L1 Service Desk Analyst in Salé, Morocco. You will be the first point of contact for users, delivering high‑quality technical assistance and ensuring incidents are resolved within defined service levels.

Key responsibilities

• Manage user interactions across all approved Service Desk channels and create accurate ServiceNow records.
• Provide first‑contact resolution using approved manuals and remote diagnostic tools, and escalate complex issues to L2/L3 teams while maintaining end‑to‑end tracking.
• Assist users with enterprise software, account management, email, connectivity, and endpoint enquiries.
• Contribute to knowledge‑base improvement by authoring FAQs and documentation.

Required profile

• Professional fluency in spoken and written German.
• Working proficiency in English for operational communication.
• 5 to 10 years of experience in Service Desk, technical support, or high‑level customer‑support environments.
• Demonstrated ownership, prioritization, and commitment to high‑quality documentation.

Required skills

• Practical familiarity with ServiceNow incident management and request fulfilment.
• Working knowledge of Microsoft workplace technologies and endpoint troubleshooting.