Senior Analyst - English, German, Microsoft Windows

Job Summary

Global IT Service Desk Analyst: Required Qualifications:

• Bachelor’s degree preferred.
• Technologies. be proficient in supporting the following technologies: o Proficient in Windows 10/11 Operating System advanced troubleshooting; o MDM and Mobile Web Apps, iOS, etc.; o General knowledge of Microsoft Intune; o Microsoft Office 365 advanced troubleshooting and license issues; o Experience with Windows Active Directory; o Virtual Private Network (“VPN”) configuration and troubleshooting; o Experience with Service Now or similar ticketing system; and o Experience resolving issues remotely using Remote Desktop or similar tool.
• Strong customer service skills • Excellent Verbal Communication Skills • Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or self-service Ticket through 247 support across three shifts.
• General IT knowledge / troubleshooting skills.
• Demonstrates strong analytical and problem-solving skills.
• Ability to work as part of a large global team, collaborating with peers to find solutions.
• Ability to work at a fast pace, making decisions and working towards resolution of an issue.

Preferred Qualifications:

• Support Certifications desired, but not required • Knowledge in desktop and notebook hardware, operating systems and desktop software • Ready to Work from Office 100% • 24X 7 Rotational shifts • Involving Shift Leads/next level team(RDS) for any Major incident reported.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Using Windows Tools, Ensuring Adherence To Slas For Ticket Volume And Resolution Time.

2. Maintain Quality Standards In Voice And Accent As Well As Technical Monitoring While Complying With Regulatory Requirements And Company Policies.

3. Ensure A Positive Customer Experience And High Csat Scores Through Effective First Call Resolution And Minimizing Average Handling Time (Aht), While Reducing Rejected Resolutions And Reopen Cases.

4. Maintain High Login Efficiency And Availability For Customers, Ensuring Prompt Support During Service Hours.

5. Update Worklogs Accurately And Follow Escalation Processes To Route Complex Issues To 2Nd And 3Rd Level It Support Specialists As Needed.

6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills.

Skill Requirements

1. Proficiency In German And English With Excellent Communication Skills.

2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.

3. Basic Knowledge Of Hardware And Software Troubleshooting Techniques.

4. Familiarity With Ticketing Systems And Escalation Processes.

5. Strong Customer Service Orientation And Problem-Solving Abilities.

Other Requirements

1. Optional But Valuable Certifications Such As Itil Foundation Or Comptia A+ For Enhanced Knowledge In It Service Management And Support