Senior Analyst (German Speaking) – Sala Al Jadida

About the role

We are looking for a Senior Analyst who is fluent in German to provide Level 1 remote desktop support for our customers in Sala Al Jadida. The role involves troubleshooting hardware, software and network issues while ensuring a high level of customer satisfaction and adherence to service level agreements.

Key responsibilities

• Deliver Level 1 remote desktop support via telephone, email or chat, diagnosing and resolving hardware, software and network problems.
• Meet agreed SLA targets for ticket volume, resolution time and first‑call resolution.
• Maintain quality standards, including voice and accent compliance, and follow regulatory and company policies.
• Log work accurately, update worklogs and follow escalation procedures for complex issues.
• Contribute to knowledge‑base updates and pursue self‑development activities.

Required profile

• Fluent German language skills with clear pronunciation.
• Strong customer‑service orientation and ability to achieve high CSAT scores.
• Ability to work efficiently, maintain high availability and manage average handling time.
• Willingness to follow shift schedules and escalation processes.

Required skills

• Remote desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting