IT Service Desk - Bilingual (German)
Hexaware Technologies Quezon City Full-time
Role Summary
We are seeking customer-focused L1 IT Service Desk Analysts to provide first-line technical support to our global users. Successful candidates will be fluent in English and German. This role focuses on incident intake, basic troubleshooting, ticket management, and escalation to higher-level support when needed.
Key Responsibilities- Provide friendly, professional first-contact support via phone, email, chat, and ticketing portal.
- Triage and resolve common incidents related to Windows/macOS, Microsoft 365, VPN, connectivity, password resets, printing, and basic application issues.
- Create, update, and manage tickets in the ITSM system with clear descriptions, steps taken, and follow-up actions.
- Escalate complex or unresolved issues to L2/L3 teams or vendors with complete documentation.
- Communicate status and resolution clearly to end users in English and the designated additional language.
- Perform remote support using approved tools (e.g., remote desktop, screen sharing).
- Follow documented runbooks and knowledge base articles; contribute new knowledge articles as solutions are found.
- Meet defined service level agreements (SLAs) and contribute to continuous service improvement.
- Participate in shift handovers and provide input for on-call rotations if required.
- Fluent written and spoken English.
- Fluent written and spoken in German.
- Ability to switch between languages while maintaining professional tone and clarity.
- Strong customer service skills and a user-centric attitude.
- Basic troubleshooting for:
- Operating systems: Windows 10/11, macOS
- Office productivity suites: Microsoft 365 (Outlook, Word, Excel, Teams)
- Email, network connectivity, VPN, and printers
- Account and password management (Active Directory / Azure AD)
- Familiarity with ticketing systems (ServiceNow, Zendesk, Jira Service Desk, or similar).
- Comfortable using remote support and diagnostic tools.
- Ability to follow procedures and document incidents accurately.
- Prior experience in a Service Desk, Help Desk, or technical support role preferred.
- ITIL Foundation or similar customer service/ITSM awareness is an advantage.
- CompTIA A+ or relevant technical certification is desirable but not mandatory.
- Strong problem-solving skills and ability to learn new technologies quickly.
- Shift flexibility including potential night or weekend rotations depending on the support model.
- Excellent verbal and written communication in required languages.
- Empathy, patience, and strong interpersonal skills.
- Ability to prioritize multiple tasks and manage time effectively.
- Detail-oriented with a focus on accurate documentation.
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