German Service desk

Pracyva Consulting Services; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Pracyva Consulting Services is seeking a German-speaking IT Helpdesk professional in Bengaluru to deliver L1/L2 support for Windows, hardware, software, network, and applications. You will handle incidents via ITSM tools, perform password resets and AD tasks, and support VPN, Outlook, and connectivity issues.

Fluent German and English are required to communicate with users, adhere to SLAs, document tickets, and escalate complex problems to higher tiers as needed.

Responsibilities

• Provide L1/L2 technical support to German-speaking users via phone, email, and chat.
• Troubleshoot Windows OS, hardware, software, network, and application-related issues.
• Manage incidents, service requests, and tickets using ITSM tools such as ServiceNow or similar platforms.
• Communicate effectively with users in German and English.
• Perform password resets, account unlocks, and basic Active Directory support.
• Support remote desktop, VPN, Microsoft Office, Outlook, and connectivity-related issues.
• Ensure timely ticket resolution in accordance with SLA requirements.
• Escalate complex technical issues to L2/L3 teams.
• Maintain accurate ticket documentation and update knowledge-base articles.
• Provide excellent customer service and maintain user satisfaction.

Skills

German language proficiency

English language proficiency

Job description

• Provide L1/L2 technical support to German-speaking users via phone, email, and chat.
• Troubleshoot Windows OS, hardware, software, network, and application-related issues.
• Manage incidents, service requests, and tickets using ITSM tools such as ServiceNow or similar platforms.
• Communicate effectively with users in German and English.
• Perform password resets, account unlocks, and basic Active Directory support.
• Support remote desktop, VPN, Microsoft Office, Outlook, and connectivity-related issues.
• Ensure timely ticket resolution in accordance with SLA requirements.
• Escalate complex technical issues to L2/L3 teams.
• Maintain accurate ticket documentation and update knowledge-base articles.
• Provide excellent customer service and maintain user satisfaction.Role & responsibilities