Analyst – English & German Microsoft Windows Support

About the role

We are looking for a bilingual Analyst to provide Level 1 remote desktop support in English and German. The role focuses on diagnosing and resolving Windows‑based hardware, software and network issues while maintaining high customer satisfaction.

Key responsibilities

• Deliver Level 1 remote desktop assistance via phone, email and chat, adhering to SLA targets for ticket volume and resolution time.
• Diagnose and resolve hardware, software and network problems on Microsoft Windows platforms.
• Maintain voice and accent quality standards and ensure compliance with regulatory and company policies.
• Achieve high first‑call resolution rates, reduce average handling time, and minimise rejected or reopened tickets.
• Log work accurately, follow shift and escalation procedures, and route complex cases to 2nd/3rd‑level support.
• Contribute to knowledge‑base updates and pursue self‑development opportunities.

Required profile

• Fluent in English and German for effective communication with customers.
• Basic understanding of Windows operating systems and remote desktop support tools.
• Familiarity with standard hardware and software troubleshooting methodologies.
• Optional certifications such as ITIL Foundation or CompTIA A+ are a plus.

Required skills

• English (professional proficiency)
• German (professional proficiency)
• Microsoft Windows operating system
• Remote desktop support tools
• Hardware troubleshooting
• Software troubleshooting