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Envision Employment Solutions is a recruitment agency founded in 2013 that helps businesses and candidates connect with skilled professionals across global markets, with a focus on the MENA region. Its services include recruitment, headhunting, manpower outsourcing, and technical and psychometric assessments. The company supports hiring across consulting, logistics, marketing, and other sectors by tailoring its approach to the needs of employers and candidates.
Associate German-Speaking Service Desk Analyst
Provide first-line technical assistance in German and English for an IT services and consulting company. Resolve user issues through phone, email, chat, and ticketing tools.
Description
- Handle client enquiries across phone, email, web chat, and other channels within agreed service levels.
- Provide customer support that meets quality standards.
- Collect user details and record incidents and service requests accurately in the ticketing system.
- Investigate and resolve technical problems, referring complex cases for further support.
- Track the ticket queue and help ensure issues are addressed promptly.
- Coordinate with the Incident Manager on high-priority cases.
- Manage each case through resolution and follow up as needed.
- Build strong working knowledge of support tools, including automation software.
Requirements
- A bachelor’s degree in a relevant discipline.
- Up to two years of experience in IT support, service desk work, or a similar customer-facing role; recent graduates may apply.
- Fluent written and spoken German.
- Very good English skills.
- Interest in technology and a logical approach to solving problems.
- Communicate clearly and patiently, including when users are frustrated.
- Able to work shifts in a 24/7 operation.
Benefits
- Hybrid working arrangement.
- Flexible shift options.
- Opportunity to develop a career in IT.
- Practical development of technical skills.
- Collaboration with an international team.
- Daily use of German at work.
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