German L1 Service Desk Specialist

Sapsf; Marche; On-site; EUR 28,000 - 42,000; Full time

Job summary

SAPSF is seeking a Senior Analyst to provide German-language L1 Service Desk support for enterprise users. You will log, diagnose and resolve incidents or escalate as needed, using ServiceNow and approved procedures.

You will handle German-language user contacts, promote self-service, contribute to knowledge articles, and participate in continuous-improvement of SLA and quality reviews.

Qualifications

• Fluent in German, both spoken and written.
• Sufficient English for knowledge transfer and internal communication.
• Experience in Service Desk, technical-support, or customer-support roles.

Responsibilities

• Log, diagnose, resolve or escalate incidents and requests per procedures and SLAs.
• Manage German-language user contacts across Service Desk channels.
• Create and maintain accurate ServiceNow records for every contact.
• Perform L1 troubleshooting using SOPs, manuals, and diagnosis data.
• Escalate to L2/L3 with all relevant troubleshooting steps.
• Coordinate with resolver teams and third parties while keeping users informed.
• Ensure ticket notes and resolutions are complete and reusable.
• Support users with enterprise software, accounts, email, Teams, connectivity and endpoint queries.
• Promote self-service and adoption of digital support tools.
• Contribute to knowledge articles, FAQs and recurring issue documentation.
• Participate in SLA improvements, quality reviews, and continuous improvement.

Skills

German language

English proficiency

ServiceNow

Incident management

End-user support

Microsoft Windows

Endpoint troubleshooting

Tools

ServiceNow

Job description

SAPSF is seeking a Senior Analyst to provide German-language L1 Service Desk support for enterprise users. You will log, diagnose and resolve incidents or escalate as needed, using ServiceNow and approved procedures.

You will handle German-language user contacts, promote self-service, contribute to knowledge articles, and participate in continuous-improvement of SLA and quality reviews.