Senior Analyst - English, German, Microsoft Windows

Requisition ID -Posted10/15/2026

Provide German-language L1 Service Desk support for Customer’s users and ensure incidents and requests are logged, diagnosed, resolved or escalated in accordance with agreed procedures and service levels.

Manage German-language user contacts through all approved Service Desk channels.

• Create complete and accurate ServiceNow records for every reportable contact.


• Validate user information, symptoms, business impact and affected service.


• Apply agreed ticket categorization, priority and assignment rules.


• Perform L1 troubleshooting using approved manuals, SOPs, knowledge articles, remote tools and available diagnostic information.


• Resolve eligible incidents and service requests at first contact.


• Escalate tickets requiring L2/L3 support without unnecessary delay and include all troubleshooting evidence.


• Coordinate with resolver teams and third parties while maintaining end-to-end tracking and user communication.


• Ensure that ticket work notes and resolution descriptions are complete, accurate and reusable.


• Support users with standard enterprise software, account, email, Teams, connectivity, access and endpoint enquiries.


• Promote self-service and help users adopt approved digital-support capabilities.


• Contribute to knowledge articles, FAQs and documentation based on recurring German-language issues.


• Participate in SLA improvement, quality reviews, training and continuous-improvement activities.

Professional fluency in spoken and written German.

• Sufficient English proficiency for knowledge transfer and internal operational communication.


• Relevant Service Desk, technical-support or customer-support experience.


• Familiarity with ServiceNow, incident management and service-request fulfilment.


• Working knowledge of Microsoft workplace technologies and endpoint troubleshooting.


• Strong ownership, prioritization, communication and ticket-quality skills.