Senior Analyst – German Speaking (Remote Desktop Support)

About the role

The company is looking for a Senior Analyst who is fluent in German to provide Level‑1 remote desktop support. The role involves troubleshooting hardware, software and network issues for customers while meeting defined service level agreements.

Key responsibilities

• Deliver L1 remote desktop assistance via telephone, email or chat, diagnosing and resolving hardware, software and network problems.
• Adhere to quality standards, regulatory requirements and company policies, including voice and accent guidelines.
• Ensure high customer satisfaction by achieving first‑call resolution and maintaining low average handling time.
• Maintain high availability and log all activities accurately in the ticketing system.
• Escalate complex issues to second‑ or third‑level support teams following the defined escalation process.
• Contribute to knowledge‑base updates and pursue continuous self‑development.

Required profile

• Fluent German language skills for effective communication with German‑speaking customers.
• Proven experience in Level‑1 remote desktop support or similar IT help‑desk role.
• Ability to work within agreed SLA targets and maintain high service quality.
• Strong attention to detail for accurate work‑log entries and ticket handling.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Ticketing system usage