IT Service Desk (German Speaking) - Hybrid

Lennor Group; Taguig; Hybrid; PHP 391,000 - 725,000; Full time

Job summary

PaxSigna in the Philippines is seeking a bilingual IT Service Desk Analyst to support German and English-speaking users via phone, email and chat.

You will log, categorize, track and resolve incidents, provide routine IT assistance, and escalate complex issues. The role requires ServiceNow familiarity, strong troubleshooting, and a customer‑service mindset in a fast-paced hybrid environment.

Qualifications

• Fluency in German and English (written and spoken).
• Previous IT Service Desk/Help Desk experience.
• Working knowledge of Windows OS and MS Office.
• Familiarity with ITSM processes and ServiceNow.

Responsibilities

• Serve as first contact for technical support in German and English via phone, email, and chat.
• Log, categorize, track, and update incidents in the ticketing system; document and resolve per SLAs.
• Diagnose and resolve common hardware, software, OS, and network issues; assist with basic IT requests.
• Escalate complex issues and follow up until resolution; maintain knowledge base and guides.

Skills

German language proficiency and英语/英语?

IT support experience

Strong communication

Troubleshooting skills

Independent & collaborative work

Tools

ServiceNow

Ticketing systems

Knowledge base tools

VPN/Networking basics

Job description

COMPANY OVERVIEW

Our client is an organization operating within the BPO sector, focused on providing tech solutions for its clients. The company serves North American, European, and APAC regionsand is committed to delivering quality solutions, operational excellence, and sustainable business growth. Additional information about the organization will be shared with selected candidates at the appropriate stage of the recruitment process.

Location: BGC

Work Setup: Hybrid

Compensation Flexibility: Open to negotiation for highly qualified candidates.

Work Schedule:Night Shift

KEY RESPONSIBILITIES

• Serve as the first point of contact for technical support requests, assisting users through phone, email, and chat in both German and English.
• Record, categorize, track, and update incidents and service requests in the ticketing system, ensuring accurate documentation and timely resolution.
• Monitor ticket progress, provide regular updates to users, and ensure service requests are handled in accordance with established service level agreements (SLAs).
• Diagnose and resolve common hardware, software, operating system, application, and network connectivity issues.
• Assist users with routine IT requests, including password resets, account unlocks, software installations, and basic system configuration.
• Escalate complex technical issues to the appropriate support teams and follow up to ensure timely resolution.
• Maintain and update knowledge base articles, troubleshooting guides, and technical documentation to improve support efficiency and enable user self-service.
• Support new employee onboarding by setting up user accounts, preparing and configuring IT equipment, and providing initial guidance on company systems and tools.
• Monitor service desk performance metrics, identify recurring technical issues, and recommend improvements to support processes.
• Participate in initiatives to enhance service desk operations, improve the user experience, and maintain familiarity with current IT tools and technologies.

REQUIRED QUALIFICATIONS

• Fluency in both written and spoken German and English.
• Previous experience in an IT Service Desk, Help Desk, or technical support role.
• Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, and common IT support tools.
• Familiarity with ticketing systems and IT service management processes, including basic knowledge of ServiceNow.
• Basic understanding of networking concepts, including TCP/IP, DNS, and VPN connectivity.
• Strong troubleshooting, analytical, and problem-solving skills, with the ability to diagnose and resolve common technical issues.
• Excellent interpersonal and communication skills, with a strong customer service orientation.
• Ability to work independently and collaboratively in a fast-paced support environment.

PREFERRED QUALIFICATIONS

• Experience working with ServiceNow or similar IT Service Management (ITSM) platforms.
• Familiarity with ITIL principles and service management best practices.
• Experience maintaining knowledge base documentation and supporting user self-service initiatives.
• Experience assisting with employee onboarding, account provisioning, and end-user device configuration.
• Experience monitoring service desk performance metrics and working toward defined SLAs.

REQUIRED SKILLS & TECHNOLOGIES

• Languages: German and English, written and spoken.
• Operating Systems: Microsoft Windows.
• Productivity Applications: Microsoft Office Suite.
• IT Service Management: ServiceNow, ticketing systems, incident management, service request tracking, and escalation procedures.
• Networking Fundamentals: TCP/IP, DNS, VPN, and network connectivity troubleshooting.
• Technical Support: Hardware and software diagnostics, application troubleshooting, password resets, account unlocks, and software installation.
• Knowledge Management: Knowledge base maintenance, troubleshooting documentation, and user self-service support.
• Service Delivery: SLA monitoring, ticket prioritization, performance tracking, and continuous improvement.
• Core Competencies: Customer service, communication, analytical thinking, problem-solving, teamwork, and time management.

ABOUT PAXSIGNA

PaxSigna is a specialist talent solutions division of the Lennor Group focused on Technology, Semiconductor & Electronics, and Advanced Engineering. We partner with startups, growth-stage businesses, and multinational enterprises to connect exceptional talent with transformative opportunities across highly specialized markets.

EQUAL OPPORTUNITY STATEMENT

PaxSigna is committed to fostering an inclusive and equitable recruitment process. All qualified applicants will receive consideration based on their qualifications, experience, capabilities, and business requirements.

DATA PRIVACY NOTICE

By submitting your application, you acknowledge that your personal information may be collected, processed, stored, and shared with authorized stakeholders solely for recruitment-related purposes in accordance with applicable data privacy laws and regulations.

LEGAL NOTICE

PaxSigna is a specialist talent solutions division of the Lennor Group. Recruitment and talent acquisition services are facilitated through Lennor Metier Consulting Philippines, Inc., the group's duly registered operating entity in the Philippines.