Service Desk Analyst - German and English

Role Overview We are seeking a German and English-speaking Service Desk Analyst to provide first-line IT support within a structured IT Service Desk environment. The successful candidate will handle incidents and service requests, troubleshoot IT issues, manage support queues, maintain SLA performance and coordinate ticket resolution across multiple support teams. Strong customer service, troubleshooting and communication skills are essential, along with familiarity with ServiceNow. Working Pattern The role follows a 50% onsite / 50% remote working arrangement: Week 1: 2 days onsite Week 2: 3 days onsite The pattern then repeats. The working shift starts at 7:00 AM BST. Key Responsibilities Work as part of the IT Service Desk shift operation. Receive, log and manage service requests and incidents. Provide 1st line IT support and troubleshoot technical issues. Identify and classify incidents and service interruptions. Record incidents accurately, including symptoms and resolutions. Monitor support queues and assign tickets to appropriate technical resources. Monitor queues to ensure SLA targets are maintained. Promptly allocate calls and tickets to the appropriate support teams. Assign out-of-scope tickets to relevant Service Desk or specialist teams. Coordinate tickets that cross organisational boundaries. Follow up on outstanding tickets to ensure timely resolution. Maintain accurate incident and service request records. Communicate clearly with end users throughout the ..... full job details .....