Hybrid IT Service Desk Analyst - German & English

Vbeyond; England; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Vbeyond is seeking a German & English-speaking Service Desk Analyst to provide first-line IT support in a hybrid environment in the UK. The role requires bilingual communication, strong incident handling, and familiarity with ServiceNow to manage tickets and SLA targets.

You will work across teams, log and troubleshoot issues, prioritize by impact, and ensure timely resolution while delivering excellent customer service in both languages.

Qualifications

• Proven Technical Service Desk / IT Support experience.
• Experience providing 1st line IT support.
• Familiarity with ServiceNow or a similar ITSM platform.

Responsibilities

• Work as part of the IT Service Desk shift operation.
• Receive, log and manage service requests and incidents.
• Provide 1st line IT support and troubleshoot technical issues.
• Identify and classify incidents and service interruptions.
• Record incidents accurately, including symptoms and resolutions.
• Monitor support queues and assign tickets to appropriate technical resources.
• Monitor queues to ensure SLA targets are maintained.
• Promptly allocate calls and tickets to the appropriate support teams.
• Assign out-of-scope tickets to relevant Service Desk or specialist teams.
• Coordinate tickets that cross organisational boundaries.
• Follow up on outstanding tickets to ensure timely resolution.
• Maintain accurate incident and service request records.
• Communicate clearly with end users throughout the support process.
• Prioritise incidents according to business impact and urgency.
• Contribute positively to team targets and service improvement.

Skills

Technical Service Desk

1st line IT support

Incident & ticket management

SLA management

IT troubleshooting

Customer service

Communication skills

Multitasking

Teamwork

Tools

ServiceNow

Job description

Vbeyond is seeking a German & English-speaking Service Desk Analyst to provide first-line IT support in a hybrid environment in the UK. The role requires bilingual communication, strong incident handling, and familiarity with ServiceNow to manage tickets and SLA targets.

You will work across teams, log and troubleshoot issues, prioritize by impact, and ensure timely resolution while delivering excellent customer service in both languages.