IT Service Desk (German Bilingual) - Hybrid Setup

TASQ Staffing Solutions; Taguig; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

A leading staffing solutions company is looking for an IT Service Desk Support. This role involves incident management, service request tracking, and access provisioning in a hybrid work setup. Candidates must be proficient in English and German, with at least one year of service desk experience. The position offers opportunities to work closely with IT teams and improve customer service delivery.

Qualifications

• Proficient in English and German (written & oral).
• 1 year of Service Desk experience.
• Philippine Citizen & resident.

Responsibilities

• Escalate IT-related issues through phone, email, chat, or ticketing systems.
• Track and monitor service requests escalated to other IT support teams.
• Review and fulfill IT access requests and terminations.

Skills

English

German

Customer Service Principles

Incident Management

Request Management

Tools

AD

Office365

SAP

ITSM Tools (BMC Helix)

Job description

Work Setup: Hybrid Setup (1x week onsite in BGC, Taguig)
Shift Schedule: Morning/Mid/Night Shift

Requirements:

• Proficient in English and German (written & oral)
• Must be a Philippine Citizen & resident
• 1 year of Service Desk experience
• Technical Knowledge: AD, Office365, SAP, Hardware and Software support, Infrastructure Services (Server and Network), ITSM Tools (BMC Helix).
• Process Knowledge:Familiar with or experienced in non-technical concepts such as the ITIL Framework, customer service principles, etc.

Job Description:

• Incident Management: Escalate IT-related issues reported by end-users across supported company locations through phone, email, chat, or ticketing systems. This includes triaging, troubleshooting, resolving, and escalating incidents as needed.
• Request Management: Track and monitor the progress of service requests escalated to other IT support teams.
• Access Provisioning: Review and fulfill IT access requests submitted by end-users, escalating to appropriate teams when necessary.
• Access Termination: Review and process IT access termination requests, ensuring proper deactivation and escalation when required.