IT Service Desk agent with German language

Prime Recruitment Services; Pimpri-Chinchwad; On-site; INR 391,000 - 580,000; Full time

Job summary

Prime Recruitment Services in Pune is seeking an IT Service Desk agent fluent in German to handle internal user tickets via ITSM and phone. You will ensure incidents are logged, categorized, and resolved within SLA while maintaining clear communication.

Requires German (min B2) and English, a graduate degree, 2–3 years in a service desk or customer service role, and experience with voice processes. Knowledge of BMC Helix, M365, Windows, and AD is preferred.

Qualifications

• Fluent in written and spoken German (min B2) and English.
• Graduate or equivalent degree.
• 2–3 years of service desk or customer service experience.
• Experience in voice processes or handling German users via calls.
• Proficient troubleshooting in M365 apps, Windows, browsers, PCs, basic networking, and AD.
• Knowledge of BMC Helix ticketing tool.

Responsibilities

• Answer tickets from internal users via ITSM and phone.
• Ensure accurate incident logging, categorization, and ownership until closure.
• Respond within SLAs and communicate progress to users.
• Collaborate with IT teams and stakeholders; contribute to knowledge base.
• Participate in projects; support weekend shifts on a rotation basis.

Skills

German (B2)

English

Education

Graduate degree

Tools

BMC Helix ITSM

Microsoft 365

Windows OS

Job description

Job Description Form

Division/Department IT -Global Service Desk

Location Pune

Job Title IT Service Desk agent with German language

Level L01 / L02 Type of position: Full-time Part-time Contractor Intern Hours___45 / week Exempt Nonexempt

Responsible for

24/7 working, 9 hours shift. (Weekend working on rotational basis)

GENERAL 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 SLAs, 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

WORK EXPERIENCE REQUIREMENTS

• 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
• 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