IT Service Desk agent with German language

MAHLE GmbH; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

MAHLE GmbH in Pune, India, is seeking an IT Service Desk agent with German language skills to support internal users and maintain IT service excellence. The role requires handling German-speaking users, aligning with SLAs, and collaborating with multiple teams to drive incident resolution and knowledge management.

The ideal candidate has 2–3 years in a service desk, fluency in German and English, and familiarity with voice processes.

Qualifications

• Must be fluent in German (min B2) and English.
• Minimum 2–3 years proven experience in a service desk or customer service role.
• Experience in voice process or handling German users via calls.
• Knowledge of BMC Helix ticketing tool system.

Responsibilities

• Answer tickets from internal users via ITSM tool and telephone.
• Ensure incidents and requests are categorized, logged, assigned, tracked, and responded to per SLA.
• Collaborate with various teams and stakeholders.
• Identify service improvement opportunities with leads.
• Develop and maintain knowledge base.
• Participate in assigned projects.
• Flexible weekend shifts on a rotational basis.
• Think of out-of-the-box solutions for customer issues.
• ITIL3/4 foundation certificate is good to have.
• Passion to learn new concepts, technologies, and processes.

Skills

German language

English language

Customer service

Teamwork

Shift work

Education

Graduate degree

Tools

BMC Helix

Job description

IT Service Desk agent with German language

Together, we move the world—we’ve been doing it for over 100 years. At MAHLE, as a leading international development partner and systems supplier to the automotive industry, we pursue the objective of making mobility more efficient, more environmentally friendly, more convenient, and more economical. As part of our dual strategy, we are working both on the intelligent combustion engine for the use of hydrogen and other nonfossil fuels and on technologies for fuel cells and e-mobility.
MAHLE generated sales of €11.3 billion in 2025. Employing just under 65,000 people at 127 production locations and 11 technology centers, the company is represented in 28 countries. (as at: 12/31/2025). Join our MAHLE team! #weshapefuturemobility

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.
• Knowledge of BMC helix ticketing tool system
• 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.

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]

Facts about the job

Entry level: Experienced hires

Part- / Full-time: Full Time

Functional area: IT

Department: Services

Location: Pune, IN

Company: MAHLE Holding (IN)

Your future at MAHLE

As a team player and someone who thinks ahead, you can deploy all your skills with us. In cooperation with colleagues from different countries and areas, you contribute in designing the mobility of the future. When selecting MAHLE, you choose trend-setting technologies and strategies. Are you interested in working with us and developing efficient and environmentally-friendly solutions, optimising existing products, and turning innovative ideas into reality? Then MAHLE is the right address for you.