Service desk - German launguage

Main tasks: Respond to user requests by telephone, email, Service Management tool (e.g. Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met. Carry out Quick Fixes” on several applications. Ensure adherence to escalation procedures. Responds to escalated, complex and high impact user calls. Monitor progress of incidents and service requests and ensures users and other interested parties are kept informed. Help users via first line technical support, troubleshoot computer, applications and related IT problems. Negotiate with users, support teams, staff and vendors in respect of emergencies, routine and unscheduled maintenance and the introduction of amendments to the provision of services. Record incident / service requests mandatory information and ensure that they are properly logged into the ticketing tool, assigned and responded according to agreed standards and procedures. Resolve customers' or users' complaints and enquiries proactively. Here’s what we are looking for: As a Service Desk Analyst, you are required not only to work independently, but expected to have cross-region collaboration with teams around the globe. It is a plus point to have basic technical knowledge about desktops, laptops and software. Not to mention the importance of prioritizing and organizing your tasks under time and workload pressure. 1-3 years of experience in Service Desk/Call Centre environment Proficient in written/verbal form of English and German (B1 and/or above) Efficient record keeper, with good communication skills, and a methodical approach to problem solving. Ability to operate basic hardware, operating systems, network-related clients and simple databases. Ability to operate standards associated with the IS practitioner's current role Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. Effectively convey factual communications that require an understanding of the recipient/ audience. Apply quality standards to all tasks undertaken and ensuring that nothing is overlooked. Acquire understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Work co-operatively (rather than competitively) with others to achieve a common goal.