Senior Analyst - English, German, Microsoft Windows

Job Summary

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.

Key Responsibilities

• Receive, log, and handle incidents and service requests via chat and calls.
• Classify, prioritize, and categorize incidents and service interruptions.
• Provide first-contact resolution for common service requests.
• Escalate complex or unresolved incidents per SLA guidelines.
• Track tickets from logging to resolution and closure.
• Communicate status and resolution updates to users and stakeholders.
• Support operations during change activities with minimal service disruption.
• Maintain accurate records and catalog incidents by symptom and resolution.
• Assist in tracking service reliability and performance data.

Skill Requirements

• Experience in Service Desk / Help Desk operations (L1/L1.5).
• Strong chat and voice support skills.
• Knowledge of ITIL Incident and Request Management.
• Experience with ticketing tools such as Service Now.
• Strong communication and customer service skills.

Other Requirements

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5