IT Service Desk Analyst (German Speaker)

GSS HR Solutions Private Limted; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

GSS HR Solutions Private Limted is seeking a German-speaking Service Desk Agent in Makati to provide first-line IT support for end users.

The role handles incidents, service requests, password resets, and basic troubleshooting while delivering strong German and English customer service. Experience with ITSM tools and Windows/AD basics is expected.

Qualifications

• Fluent German (written and spoken) required.
• 2+ years in IT Service Desk or technical support.
• Good English proficiency.
• Knowledge of Windows 10/11, MS Office, and Active Directory.
• Willingness to work in shifts.

Responsibilities

• Provide Level 1 IT support via phone, email, chat, and ticketing systems.
• Handle incidents and service requests related to MS Office / M365, network connectivity, VPN, printers; password resets.
• Log, track, and resolve tickets using ITSM tools.
• Communicate clearly with users in German (primary) and English.
• Follow ITIL-based processes and SLAs.
• Escalate unresolved issues to Level 2/3 support teams.
• Maintain documentation and knowledge-base articles.
• Provide high level of customer satisfaction and professionalism.

Skills

German language

English language

IT service desk experience

Windows 10/11

Active Directory

Communication skills

Shift flexibility

ServiceNow

Tools

ServiceNow

Remedy

Jira

Job description

Job Overview

We are seeking a German-speaking Service Desk Agent to provide first-line technical support to end users. The ideal candidate will handle IT incidents, service requests, and basic troubleshooting while delivering excellent customer service in German and English.

Key Responsibilities

• Provide Level 1 IT support via phone, email, chat, and ticketing systems
• Handle incidents and service requests related to:
  • MS Office / M365 applications
  • Network connectivity, VPN, printers
  • Password resets and account access
• Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, Jira, etc.)
• Communicate clearly with users in German (primary) and English
• Follow ITIL-based processes and SLAs
• Escalate unresolved issues to Level 2/3 support teams
• Maintain accurate documentation and knowledge-base articles
• Provide a high level of customer satisfaction and professionalism

Required Skills & Qualifications

• Fluent German (spoken and written) – Mandatory
• Good command of English
• 2+ year experience in IT Service Desk or Technical Support
• Basic to intermediate knowledge of:
  • Windows 10/11
  • MS Office / Outlook
  • Active Directory (user account management)
• Excellent communication and problem-solving skills
• Willingness to work in shifts (if required)