IT Service Desk agent with German language

MAHLE; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

MAHLE in Maharashtra, India, invites applications for a German-speaking service desk role. You will handle internal tickets via ITSM and calls, ensure timely categorization, logging, assignment, and resolution within SLA, and collaborate across teams.

The role includes weekend rotations and opportunities to contribute to process improvements. The candidate should have 2–3 years of service desk experience, fluent German (min B2) and English, plus strong troubleshooting with M365, Windows,

Qualifications

• Fluent in written and spoken German (minimum B2) and English.
• Graduate or equivalent degree.
• 2–3 years proven service desk experience.
• Experience in voice process handling German users via calls.
• Strong troubleshooting in M365, Windows, browsers, PCs, networking, and Active Directory.
• Knowledge of BMC Helix ticketing tool.
• Excellent communication skills.

Responsibilities

• Answer tickets from internal users via ITSM tool and telephone.
• Log, categorize, assign, track, and respond to incidents per SLA and own closure.
• Collaborate with teams and stakeholders.
• Identify service improvements with leads and maintain knowledge base.
• Participate in assigned projects and flexible weekend rotations.
• Think of out-of-the-box solutions for customer issues.

Skills

German (B2)

English

Customer service

Communication

Education

Graduate or equivalent degree

Tools

BMC Helix

Job description

• Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.
• Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA’s, provision of timely communications and maintenance of ownership until closure.
• Collaboration with various teams & stakeholders.
• Identify service improvement opportunities along with the leads.
• Further development and maintenance of existing knowledge database.
• Participates in assigned projects.
• Flexible working on weekend, which would be on rotational basis within the team.
• Thinking out of the box solutions for issues raised by the customer.
• ITIL3/4 foundation certificate is good to have
• Passion to learn new concepts, technologies and processes

Your Contribution

• Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised.
• Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLA’s, provision of timely communications and maintenance of ownership until closure.
• Collaboration with various teams & stakeholders.
• Identify service improvement opportunities along with the leads.
• Further development and maintenance of existing knowledge database.
• Participates in assigned projects.
• Flexible working on weekend, which would be on rotational basis within the team.
• Thinking out of the box solutions for issues raised by the customer.
• ITIL3/4 foundation certificate is good to have
• Passion to learn new concepts, technologies and processes

Your Experience And Qualification

• Must be Fluent in written and spoken German (minimum B2) and English.
• Should be a Graduate or equivalent degree.
• Minimum 2-3 years proven experience in a service desk / customer service role
• Should have experience in voice process, or handling German users via calls.
• Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory
• Knowledge of BMC helix ticketing tool system
• Excellent communication skills

Shift working – 24/7- 9 hours working

Minimum Requirements

• Customer focused and results oriented.
• Ability to work alone or as a member of a team.
• Readiness to work on shift working pattern and weekend basis.
• Responsible and organized.
• Logical thinker
• Passion to learn new concepts, technologies, and processes.

Our Offering.

We will provide a collaborative environment working on exciting assignments, along with ongoing personal & career development opportunities.

#DiversityMatters

with our inclusive culture, we welcome applications from all social, religious & ethnical backgrounds, disabilities both mental and physical, identities (gender) and neurodivergent people.

Do you have any questions?

[e-mail]