Role Overview

We are seeking a German & English-speaking Service Desk Analyst to provide first-line IT support within a structured IT Service Desk environment.

The successful candidate will handle incidents and service requests, troubleshoot IT issues, manage support queues, maintain SLA performance and coordinate ticket resolution across multiple support teams.

Strong customer service, troubleshooting and communication skills are essential, along with familiarity with ServiceNow.

Working Pattern

The role follows a 50% onsite / 50% remote working arrangement:

• Week 1: 2 days onsite
• Week 2: 3 days onsite
• The pattern then repeats.

The working shift starts at 7:00 AM BST.

Key Responsibilities

• Work as part of the IT Service Desk shift operation.
• Receive, log and manage service requests and incidents.
• Provide 1st line IT support and troubleshoot technical issues.
• Identify and classify incidents and service interruptions.
• Record incidents accurately, including symptoms and resolutions.
• Monitor support queues and assign tickets to appropriate technical resources.
• Monitor queues to ensure SLA targets are maintained.
• Promptly allocate calls and tickets to the appropriate support teams.
• Assign out-of-scope tickets to relevant Service Desk or specialist teams.
• Coordinate tickets that cross organisational boundaries.
• Follow up on outstanding tickets to ensure timely resolution.
• Maintain accurate incident and service request records.
• Communicate clearly with end users throughout the support process.
• Prioritise incidents according to business impact and urgency.
• Contribute positively to team targets and service improvement.

Required Skills & Experience

• Proven Technical Service Desk / IT Support experience.
• Experience providing 1st line IT support.
• Familiarity with ServiceNow or a similar ITSM platform.
• Strong incident and service request management experience.
• Experience monitoring and managing support queues.
• Understanding of SLA management and ticket prioritisation.
• Strong IT troubleshooting and problem-solving skills.
• Ability to research and troubleshoot application-related issues.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• Ability to explain technical information clearly to end users.
• Ability to manage multiple tasks and competing priorities.
• Strong teamwork and collaboration skills.

Language Requirements

Mandatory:

• German – Native or near-native
• English – Fluent

The successful candidate must be able to communicate effectively with users and support teams in both languages, verbally and in writing.

Key Attributes

• Customer-focused approach.
• Strong communication skills.
• Flexible and positive attitude.
• Ability to work effectively under pressure.
• Willingness to learn new technologies and processes.
• Strong team-player mentality.
• Willingness to share knowledge and support colleagues.