Associate Service Desk Analyst (German Speaker) - Remote

Overview

The Associate Service Desk Analyst role provides 1st level service support and resolution to Managed Services customers, ensuring excellent service and issue resolution.

In Short

• Provide excellent customer service through professional responses to customer issues.
• Manage assigned issues/incidents through the ticket lifecycle.
• Create issue tickets and perform initial triage.
• Utilize problem-solving techniques to resolve issues.
• Coordinate with Systems Engineers for issue resolution.
• Communicate updates to customers and stakeholders.
• Escalate blocked incidents to senior team members.
• Create and maintain incident documentation.
• Support Root Cause Analysis (RCA) documentation.
• Assist with smoke testing prior to solution release.

Requirements

• Proficient in German and English.
• Based in Germany.
• Familiarity with SLA.
• Knowledge of ITIL 4.
• Experience with Atlassian tools (Jira).
• Experience in a fast-paced Tech start-up environment.
• IT support ticketing experience.

Benefits

• Generous holiday (PTO) allowance.
• Flexible working hours.
• Support for remote workers to set up home offices.
• Exceptional Time Away Policy for parents and health needs.
• Remote-first working culture.