Global Service Desk- German

SPC Management; Pune District; On-site; INR 420,000 - 560,000; Full time

Job summary

SPC Management is seeking a Global Service Desk Agent to provide IT support in a German-speaking capacity to internal users in Pune. The role requires handling calls, logging tickets, and remote troubleshooting while meeting SLAs and ownership of incidents.

You will work in rotational shifts, weekends as per schedule, and collaborate with IT teams to resolve issues efficiently. Prior ITIL knowledge and bilingual communication are valuable assets for this position.

Qualifications

• 2+ years in IT Service Desk or customer support.
• Fluent German (min B2) and good English.
• Basic IT principles and ticket-handling processes.
• Experience with Microsoft 365, Windows and browsers.
• ITIL Foundation certification or knowledge desirable.

Responsibilities

• Handle calls and IT tickets from internal users.
• Log, categorize, assign, track and resolve incidents using ITSM.
• Provide remote IT support and troubleshoot per guidelines.
• Maintain ownership of tickets until closure and timely responses.

Skills

German (B2)

English communication

IT Service Desk experience

IT basics

MS 365 troubleshooting

Windows troubleshooting

Browser troubleshooting

ITIL knowledge

Tools

ITSM tool

Job description

Job Overview

We are looking for a Global Service Desk Agent Deutsch to provide IT support to internal users. The role involves handling incoming calls and IT support tickets, troubleshooting technical issues remotely, and ensuring timely resolution of incidents and service requests in accordance with established Service Level Agreements (SLAs).

Key Responsibilities

• Handle incoming calls and IT support tickets raised by internal users.
• Log, categorize, assign, track, and resolve incidents and service requests using the ITSM tool.
• Provide remote technical support and troubleshoot issues within established guidelines.
• Ensure timely responses and maintain ownership of tickets until closure.

Required Skills

• Fluent written and spoken German (minimum B2 level).
• Good written and spoken English communication skills.
• Minimum 2 years of experience in IT Service Desk or Customer Service.
• Basic understanding of IT principles and ticket-handling processes.
• Troubleshooting knowledge of Microsoft 365 applications, Microsoft Windows, and internet browsers.
• ITIL Foundation certification or knowledge is highly desirable.

Work Requirements

• Willingness to work in rotational shifts.
• Availability to work on weekends as per the shift schedule.