Senior Analyst - English, German, Microsoft Windows

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

Career Opportunities: Senior Analyst - English, German, Microsoft Windows (180634)

Requisition ID180634-Posted10/15/2026

Provide German-language L1 Service Desk support for Customer’s users and ensure incidents and requests are logged, diagnosed, resolved or escalated in accordance with agreed procedures and service levels.

Key Responsibilities

Manage German-language user contacts through all approved Service Desk channels.

• Create complete and accurate ServiceNow records for every reportable contact.


• Validate user information, symptoms, business impact and affected service.


• Apply agreed ticket categorization, priority and assignment rules.


• Perform L1 troubleshooting using approved manuals, SOPs, knowledge articles, remote tools and available diagnostic information.


• Resolve eligible incidents and service requests at first contact.


• Escalate tickets requiring L2/L3 support without unnecessary delay and include all troubleshooting evidence.


• Coordinate with resolver teams and third parties while maintaining end-to-end tracking and user communication.


• Ensure that ticket work notes and resolution descriptions are complete, accurate and reusable.


• Support users with standard enterprise software, account, email, Teams, connectivity, access and endpoint enquiries.


• Promote self-service and help users adopt approved digital-support capabilities.


• Contribute to knowledge articles, FAQs and documentation based on recurring German-language issues.


• Participate in SLA improvement, quality reviews, training and continuous-improvement activities.

Skill Requirements

Professional fluency in spoken and written German.

• Sufficient English proficiency for knowledge transfer and internal operational communication.


• Relevant Service Desk, technical-support or customer-support experience.


• Familiarity with ServiceNow, incident management and service-request fulfilment.


• Working knowledge of Microsoft workplace technologies and endpoint troubleshooting.


• Strong ownership, prioritization, communication and ticket-quality skills.