IT Helpdesk Analyst – German Language Support

5 days ago

Cebu City, Philippines KMC Solutions, Inc. Full time

IT Helpdesk Analyst – German Language Support (Mid shift)

KMC Solutions, Inc.

Job Description

Make your next big career move by applying as KMC Solutions’ next IT SERVICE DELIVERY TECHNICIAN (GERMAN-SPEAKER).

Responsibilities
  • Provide first-level IT service desk support for the EMEA region, with occasional support for the Americas and APAC.
  • Troubleshoot and resolve hardware, software, and network issues.
  • Dispatch tickets to appropriate teams and ensure timely resolution of incidents and service requests.
  • Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment.
  • Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency.
  • Inform users of unusual IT service interruptions and analyze incidents to determine the initial cause; route to the responsible support area when needed.
  • Follow up on all incidents to ensure they are resolved promptly in line with IT group service level agreements.
  • Ensure tickets are created for relevant incidents or service requests and document resolutions in the ITSM tool.
Benefits
  • Health Insurance/HMO
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves
Customer Experience
  • Improve the customer experience throughout the lifecycle of a service request or incident.
  • Ensure customer expectations are met or exceeded.
  • Review survey feedback to improve services and ensure staff meet defined metrics.
Administrative Tasks
  • Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and other tasks.
  • Prepare and maintain documentation for use by customers and IT personnel.
  • Contribute to the development of methods and processes to permanently eliminate preventable errors and failures.
  • Participate in projects across the Ivoclar Vivadent group as requested.
Qualifications
  • Fluency in German is required.
  • Experience with IT service management tools, preferably ServiceNow.
  • Strong problem-solving skills and the ability to troubleshoot hardware, software, and network issues.
  • Excellent communication skills and the ability to inform users about IT service interruptions.
  • Ability to manage multiple incidents and service requests efficiently.
  • Strong documentation skills and attention to detail.
  • Customer-focused mindset with a commitment to improving the customer experience.
  • Ability to work in a fast-paced environment and handle stressful situations calmly.
  • Completed education, preferably in Technical or Business informatics.
  • Knowledge and practical experience in Microsoft-related systems, network technologies, and PC support.
  • Typically requires 3 years of IT experience or close to IT readiness.
  • ITIL Certification is a plus.
  • Work setup: Hybrid setup – 4 days onsite, WFH on Fridays; 2 WFH days after regularization. Santa Rosa, Laguna.
Working Location

Santa Rosa, Laguna (Hybrid: 4 days onsite, 2 WFH days after regularization).

Notes

If the position requires you to work overseas, please be vigilant and beware of fraud. If you encounter an employer who withholds your ID, requires a guarantee or collects property, please report it immediately.

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