Service Desk Analyst- German Language specilaist

LKQ India; Bengaluru; Hybrid; INR 4,392,000 - 6,039,000; Full time

Job summary

LKQ Europe is seeking an IT Service Support Analyst to provide first and second line IT support and resolve incidents for a demanding user base. The role emphasizes rapid resolution, SLA adherence, and professional customer interaction.

You will work with ServiceNow ITSM, manage requests, and contribute to ongoing service improvements while sustaining LKQ Europe’s standards and values.

Qualifications

• 2+ years experience in a first/second line service desk response role.
• Technical and/or commercial education ideally in information technology.
• Knowledge of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics.
• Setting up of new equipment and upgrading existing systems.
• Experience/knowledge of the ServiceNow ITSM platform or similar.
• Ability to conduct customer contact calmly and professionally under stress.
• Strong written and verbal communication skills.
• Calm, proactive approach for solving operational problems.

Responsibilities

• Provide first and second line IT support across LKQ Europe.
• Respond to a range of IT support requests and resolve or escalate as needed.
• Monitor and report on service levels and incident status.
• Prioritize and diagnose incidents and document resolutions.
• Manage requests and document procedures for resolution.
• Assist with installation and de-installation of hardware/software and maintain CM records.
• Generate and distribute routine data reports and identify improvement opportunities.

Skills

Service desk experience

Communication skills

Calm under pressure

Problem solving

Education

IT-related education

Tools

ServiceNow ITSM

Job description

European JD Template

IT Service Support Analyst

Role Overview

The IT Service Support Analyst will be responsible for providing first and second line IT support and response services to a very demanding user-base across LKQ Europe. The role will deliver a positive customer experience through the swift and efficient resolution of problems and issues.

Key Responsibilities

Customer Service Support

• Receiving and responding to a range of requests for IT support.
• Providing information to resolve, meet requests, or investigate to promptly resolve and escalating as appropriate.
• Maintaining information and recording, tracking, monitoring and reporting as appropriate.

Service Level Management

• Monitoring and logging the actual service provided against expected service level agreements (SLAs).

Incident Management

• Prioritizing and diagnosing incidents.
• Investigating causes and either resolving or escalating as required.
• Facilitating recovery, following resolution.
• Documenting incidents to agreed procedures.

Request Management

• Prioritizing requests.
• Consulting and confirming request details as required.
• Facilitating request resolution within agreed service level targets.
• Documenting requests to agreed procedures.

Problem Management

• Initiating and monitoring actions to investigate and resolve problems.
• Determining fixes/remedies.
• Solving and/or assisting with the implementation of agreed remedies and preventative measures.

Systems Installation/Decommissioning

• Undertaking routine installations and de-installations of items of hardware and/or software.
• Documenting details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

Quality and Conformance

• Generating, producing, and distributing reports.
• Using measurement tools for routine analysis of data.
• Identifying and implementing improvements to data collection methods.

Performance

• Undertaking and completing all reasonable requests and tasks within the capability of the postholder.
• Continuing professional development to develop own skills and competencies in the role and for career progression within LKQ IT.
• Supporting the development of others within the team.
• Embedding and embracing LKQ Europes cultures and values as we move towards one company with shared visions and goals.

Key Stakeholders

• All employees of the LKQ Corporation Group of Companies.
• Suppliers and Contractors to the LKQ Corporation Group of Companies.
• IT Functional teams.

Skills and Experience

• Minimum 2+ years experience in a first/second line service desk response role.
• Technical and/or commercial education ideally in information technology.
• Knowledge and understanding of end user technology devices, operating systems, business applications, software, printing systems and cybersecurity basics.
• Setting up of new equipment and upgrading existing systems.
• Experience/knowledge of the ServiceNow ITSM platform or similar and all related processes.
• The ability to be able to conduct customer contact calmly and professionally and to ease concerns or complaints even under highly stressful and difficult circumstances.
• Strong written and verbal communication skills.
• Calm, proactive and participative approach for solving operational problems and issues.

Key Details

Other Requirements

This is a permanent role.

Location

Europe

Reporting to

IT Service Support Team leader or IT Service Support Manager