Service Desk Analyst (German Support)
Profession Hub
Johannesburg, South Africa
5d ago
source : Executive Placements


To provide customers support in terms of services / software / network / hardware or products in the following language : German at minimum B2 Level CERF Standard .

To handle calls, chats, e-mails, and tickets, to analyze them and solve them depending on the degree of priority and within an optimum time, according to the agreed-on procedures and standards (SLA Service Level Agreement).


  • Knowledge of Microsoft Office-
  • Hardware
  • Knowledge about Operating Systems
  • E-mail
  • Knowledge about connecting and installing peripheral equipment Acrobat Reader (searching within the document)

  • Acquisition of the specific and required information for performing the job that the Employer provides him / her with.
  • Receiving requests on the phone, by chat, by e-mail, or requests sent online.
  • Providing level 1 technical support to solve the requests sent from the customers.
  • Assesses the complexity of the requests, of the impact and priorities, and offers solutions for their resolution.
  • Follows the progress of all aspects : appropriate documentation and processing of the ticketing operation.
  • Appropriate management and timely information on the results of the issues arising depending on priority, impact, and SLA, offers level 1 technical support efficiently.
  • Observes the working procedures and depending on the complexity of the request, forwards or guides the customer to its helpdesk or to the level 2 technical support agents.
  • Assimilates and applies knowledge regarding the quality standards of the project.
  • As a member of a team :

  • Collaborate with the other members of the team to ensure customer service at the highest standard
  • Participates in reaching the quality and quantity targets set for the entire team.
  • Participates in common interest meetings, organized on a regular basis
  • Reports both progress and issues that occurred to the supervisor,
  • Offers suggestions regarding the improvement of the services offered and the work processes and participates in team projects.
  • Shares with the other members of the team agreed on practices and procedures and knowledge related to the project.
  • Improves continuously and participates in activities aimed to improve the knowledge required for the performance under optimum conditions of the job (communication skills and technical or project-specific knowledge)

  • Verbal and written communication
  • Active listening
  • Planning and organizing
  • Attention to details
  • Analysis
  • Problem solving ability
  • Customer-oriented

  • Ethics and integrity
  • Organizational affiliation
  • Team oriented
  • Results-oriented
  • Creativity / Innovation
  • Behavior flexibility
  • Stress tolerance
  • Exploration
  • Respect for the individual
  • Excellent work standards
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