German Bilingual IT Service Desk L1

2 days ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time ₱30,000 - ₱60,000 per year

Work Set-up: Onsite

Team: IT Service Desk / Global Support

Reports to: Service Desk Manager

Must have either Permanent Resident Visa (PRV) or Philippine Passport

Position Summary

Provide first-line IT support for an international user base in German. Handle voice calls and emails, follow ITIL-based incident management and service request fulfillment processes, perform basic L1 troubleshooting, document tickets per quality standards, monitor queues, and drive timely resolution within SLAs.

Minimum Experience

  • Minimum 2 to 3 years of experience handling calls and emails in an international help desk environment (mandatory).

Key Responsibilities

  • Serve as primary point of contact for end users via phone, email, and ticketing tool in German.
  • Monitor the Incident Management queue, assign/reassign tickets, and follow up according to standard procedures.
  • Prioritize and categorize incidents; update incident management system with all relevant information.
  • Execute service requests in the ticketing tool following provided SOPs.
  • Perform L1 troubleshooting for desktop, network, printer, Active Directory, O365, Lotus Notes, and email issues.
  • Use Remote Desktop tools to assist end users as required.
  • Document technical steps, process notes, ticket status, and other updates suggested by the Quality Lead.
  • Track incidents/service requests/problem tickets to ensure resolution within SLA; escalate unresolved items per escalation mechanism.
  • Analyze ticket trends, provide reports with improvement actions, and create basic documents and knowledge base articles.
  • Follow ITIL processes for Incident Management and Service Request fulfillment.
  • Contribute to proactive problem management where possible.

Required Skills & Attributes

  • Professional fluency in German (spoken and written) - essential.
  • Excellent spoken and written communication skills.
  • Strong customer service orientation and ability to handle voice calls professionally.
  • Solid troubleshooting, problem-solving, and analytical skills.
  • Ability to efficiently understand end-user technical requirements.
  • Experience with monitoring and managing ticket queues.
  • Ability to work under pressure and manage multiple requests simultaneously.
  • Willingness to work in rotational shifts to support 24/7/365 operations.

Technical Knowledge / Tools

· Familiarity with Incident Management processes (ITIL).

· Hands-on L1 support for: Windows desktop OS, network basics, printers, Active Directory, O365, Lotus Notes/email.

· Experience with remote support tools (e.g., Remote Desktop).

· Experience using ticketing/ITSM tools and following SOPs.

· Basic reporting and knowledge base article creation.

Added Advantage (Preferred)

  • Experience in proactive problem management.
  • ITIL Foundation certification or equivalent.
  • Experience with common ticketing platforms (ServiceNow, Jira, Zendesk, etc.).
  • Prior experience in a multilingual/global support environment.

Working Conditions

  • Rotational shift coverage required for 24/7/365 support.

Please send your updated CV/Resume

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