Business Service Desk Specialist with German
Remote · Sofia, Sofia-Capital, Bulgaria
Job Summary
Provide first- and second-line IT support for corporate customers in an international environment as part of the Service Desk. Handle incidents and service requests via phone, email, and ticketing systems; analyze, categorize, and prioritize requests per SLAs; perform initial troubleshooting and resolve incidents at 1st and 2nd level; document and track cases in ServiceNow; escalate to specialized teams when needed; support users in Microsoft 365 environments and standard business applications; contribute to improving Service Desk processes; comply with information security and data protection policies; work shifts including night and weekend shifts; required German language proficiency (minimum B2) with English as a plus; attractive remuneration and flexible/home-office arrangements.
Required Qualifications
- Technical education or experience in an IT Support / Service Desk environment
- Good knowledge of Microsoft Windows and Microsoft 365
- Basic knowledge of information technologies
- Experience with ticketing systems (ServiceNow welcomed)
- Strong analytical thinking and customer-oriented mindset
- Proactive attitude and understanding of customer needs
- Ability to work effectively in a dynamic environment
- German language proficiency at a minimum B2 level
- English proficiency considered an advantage
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