German / Italian - Service Desk

Pracyva Consulting Services; Bengaluru; On-site; INR 279,000 - 502,000; Full time

Job summary

Pracyva Consulting Services in Bengaluru is seeking an experienced IT Helpdesk professional to provide L1 support in German or Italian, handling tickets via ServiceNow/Jira/BMC. The role covers incident management, basic troubleshooting, and user access tasks with a focus on meeting SLAs.

You will support Windows/M365/Outlook/AD, work in shifts including nights, and contribute to a 24/7 support environment. ITIL certification is a plus.

Qualifications

• 1+ year experience in German or Italian language, Service Desk, IT Helpdesk, Technical Support or Desktop Support.
• Hands-on experience with ticketing tools such as ServiceNow, Jira Service Management or BMC Remedy.
• Basic knowledge of Windows OS, Microsoft 365, Outlook and Active Directory.
• Understanding of incident management, ticket prioritization, escalation procedures and SLA adherence.
• Good verbal and written communication skills.
• Strong troubleshooting, problem-solving and customer-handling skills.
• Willingness to work in rotational shifts, including night shifts, if required.
• ITIL Foundation certification is an added advantage.
• Experience supporting international users or working in a 247 support environment is preferred.

Responsibilities

• Provide L1 technical support to users through phone, email, chat and ticketing tools.
• Log, categorize, prioritize and resolve incidents and service requests within defined SLAs.
• Troubleshoot basic hardware, software, network, VPN, printer and login-related issues.
• Provide support for Windows OS, Microsoft Office / Microsoft 365, Outlook and Active Directory.
• Perform password resets, account unlocks and basic user access management.
• Monitor ticket queues, follow up on pending tickets and ensure timely resolution.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Maintain accurate ticket documentation and update users on issue status.
• Follow ITIL-based Incident Management, Problem Management and Service Request processes.
• Ensure customer satisfaction through clear communication and professional service.
• Support remote users and follow SOPs and knowledge-base articles.

Skills

German language

Italian language

Service desk

Windows OS

Microsoft 365

Outlook

Active Directory

Networking fundamentals

Incident management

Ticket prioritization

Escalation procedures

Communication skills

Troubleshooting

Customer handling

Education

ITIL Foundation

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Role & Responsibilities

• Having Good Experience in German Or Italian language.
• Provide L1 technical support to users through phone, email, chat and ticketing tools.
• Log, categorize, prioritize and resolve incidents and service requests within defined SLAs.
• Troubleshoot basic hardware, software, network, VPN, printer and login-related issues.
• Provide support for Windows OS, Microsoft Office / Microsoft 365, Outlook and Active Directory.
• Perform password resets, account unlocks and basic user access management.
• Monitor ticket queues, follow up on pending tickets and ensure timely resolution.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Maintain accurate ticket documentation and update users on issue status.
• Follow ITIL-based Incident Management, Problem Management and Service Request processes.
• Ensure customer satisfaction through clear communication and professional service.
• Support remote users and follow standard operating procedures (SOPs) and knowledge-base articles.

Preferred Candidate Profile

• 1+ years of experience in German Or Italian language, Service Desk, IT Helpdesk, Technical Support or Desktop Support.
• Hands-on experience with ticketing tools such as ServiceNow, Jira Service Management or BMC Remedy.
• Basic knowledge of Windows OS, Microsoft 365, Outlook, Active Directory and networking fundamentals.
• Understanding of incident management, ticket prioritization, escalation procedures and SLA adherence.
• Good verbal and written communication skills.
• Strong troubleshooting, problem-solving and customer-handling skills.
• Willingness to work in rotational shifts, including night shifts, if required.
• ITIL Foundation certification is an added advantage.
• Experience supporting international users or working in a 247 support environment is preferred.