Analyst English, German, Microsoft Windows

Job Summary

Act as the first point of contact for global customers seeking IT assistance. Diagnose and resolve incidents and service requests across voice and digital channels, provide a professional customer experience, and ensure accurate ticket ownership, documentation, communication and escalation throughout the support lifecycle.

Key Responsibilities

Multichannel support: Receive, log, track and resolve contacts received through phone, email, chat, web/self-service portal and approved collaboration channels. • First-level resolution: Troubleshoot common issues involving user accounts, passwords, Windows devices, Microsoft 365, connectivity, standard applications, printers and access requests using approved knowledge articles and procedures. • Ticket management: Create complete and accurate records in the ITSM tool; set priority and category correctly; maintain clear work notes; provide status updates; and drive tickets to closure. • Escalation and ownership: Route unresolved or out-of-scope cases to the correct resolver group, retain ownership of user communication, and follow up within agreed service levels. • Major incident support: Identify business-critical issues, follow the defined escalation process, support user communications and comply with incident management procedures. • Knowledge and improvement: Use, validate and contribute to knowledge articles; identify recurring issues, self-service opportunities and process improvements. • Security and compliance: Follow identity verification, access, data protection and information security requirements without

Skill Requirements

Excellent English communication: Strong spoken and written English with clear pronunciation, active listening, professional email/chat etiquette and the ability to simplify technical information. • Global customer support: Cultural awareness, patience, empathy and confidence when supporting users across regions, time zones and business functions. • Technical foundation: Working knowledge of Windows, Microsoft 365, basic networking, browsers, VPN, Active Directory concepts, remote-support tools and ITSM platforms such as ServiceNow. • Service mindset: Customer-focused, calm under pressure, accountable and committed to quality and timely resolution. • Execution: Strong troubleshooting, prioritization, multitasking, documentation and team collaboration skills.

Other Requirements

Adherence to SLA, schedule, quality, security and documentation standards. • Strong first-contact resolution and customer satisfaction performance. • Low rework, correct routing and timely follow-up on ageing or escalated tickets