German Technical Support Analyst

Job Title : German Technical support

Job Description

Service Desk Analyst, min 2 to 3 years of experience

• Voice support German Language expert
• Identify and diagnose issues and problems
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Performing Technical Troubleshooting through ITIL process
• Ticket creation, Logging, Managing S-Now Incidents and Service requests.
• Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Ensuring that various types of information are communicated to users through the appropriate channel.
• Level 1 troubleshooting with Contact Source : E-Mail, Telephone and Chat.
• Escalate, if needed, unresolved problems to a higher level of support.
• Perform Remote troubleshooting, escalations.
• Tool’s handling (User creation though Active Directory, P3 and P4 Ticket creation and perform troubleshooting).
• Account Password (Windows, Okta, SAP and VPN) and User-Information (Name, E-Mail, Contact details and Group Accesses) update with Active Directory tool.
• Ensuring timely Software or Hardware deployment.
• Handling SAP issues (Password change, Account validity extension, details update)