German Language Service Desk Analyst

Hello All,

Greeting's from ZettaMine!!!

Job Title: German Language Service Desk Analyst (L2 / P2)

Experience: 3+ years

Location: Mumbai & Bangalore

Notice Period: Immediate Joiners

Prerequisite Skills:

• Mandatory: German Language Support + Service Desk (SD) experience
• Strong verbal and written communication skills in both German and English

Key Skills:

• Jira Service Desk
• IT Service Desk / ITSM tools
• Windows Server
• ServiceNow / Remedy / SNOW (or similar ticketing tools)

Job Description

We are seeking a skilled and experienced German Language Service Desk Analyst (L2 / P2) to provide Level 2 technical support to end users across German-speaking regions. The role involves handling incidents, fulfilling service requests, and supporting applications while ensuring adherence to defined SLAs and quality standards.

Roles & Responsibilities:

• Provide Level 2 (P2) service desk support for IT incidents and service requests
• Handle inbound and outbound support interactions in German and English
• Perform incident analysis, troubleshooting, and resolution based on priority and business impact
• Act as an escalation point for L1 teams, providing guidance and support when required
• Monitor and manage tickets using ITSM tools such as ServiceNow, Remedy, SNOW, or Jira Service Desk
• Conduct root cause analysis (RCA) for recurring issues and recommend preventive actions
• Coordinate with L3 teams (application, infrastructure, and network) for advanced troubleshooting and issue resolution

If you are interested kindly share your updated CV to aruna.m@zettamine.com or WhatsApp to 6302404863.

Thanks & Regards,

Aruna.M