Service Desk Analyst

4 weeks ago

Gurugram Gurugram India GSPANN Technologies, Inc Full time

Job Description

Fluent in German, Must Know English, Microsoft Apps (M365, Office 365 Suite), Active Directory Management, SAP, Azure, Remote Desktop Tools, Ticketing System (ServiceNow)

Description

GSPANN is hiring a Service Desk Analyst who is fluent in German and English. The analyst will provide first-line assistance across O365, AD, SAP, Azure, and ServiceNow to provide seamless support delivery.

Location: Gurugram

Role Type: Full Time

Published On: 3 October 2025

Experience: 1+ Years

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Description

GSPANN is hiring a Service Desk Analyst who is fluent in German and English. The analyst will provide first-line assistance across O365, AD, SAP, Azure, and ServiceNow to provide seamless support delivery.

Role and Responsibilities

- Provide first-line technical support via phone, email, and chat in German and English.
- Diagnose and resolve hardware, software, and network issues.
- Perform basic troubleshooting in Active Directory, SAP, Exchange Admin Centre, Azure and basic O365 support.
- Handle user account management (password reset, account unlock, access issues).
- Log incidents and service requests accurately in the ticketing system (ServiceNow).
- Escalate complex issues to appropriate support Levels/teams.
- Follow up with users to ensure full resolution and satisfaction.
- Maintain knowledge base articles and SoP (Standard Operating Procedure) documentation in German and English.
- Collaborate with global IT teams to ensure consistent support delivery.

Skills And Experience

- Bachelor's degree in IT, Computer Science, or related field (preferred).
- ITIL Foundation certification is a plus.
- 13 years of experience in a Service Desk or IT Support role.
- Fluent in German (B2 or above) and English (B2 or above).
- Basic understanding of Windows OS, MS Office, and common enterprise applications.
- Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g., ServiceNow).
- Experience supporting German-speaking clients or working in a multilingual environment.
- Ability to handle high-pressure situations with professionalism and empathy.
- Confidently provide support using different channels of communication - Voice, Chat and Email.
- Analytical mindset with attention to detail.
- Ability to troubleshoot and resolve issues independently.
- Strong communication and interpersonal skills.

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