IT Helpdesk Analyst - German Language Support (Mid shift)
Santa Rosa, Laguna
Posted today
- Company:
- KMC Solutions
- Company Description:
- Work with Us. Grow with Us. KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move. Our Culture At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals. We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners. Life within KMC: Work Hard Party Harder At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem. We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 2
Job Description
The IT Service Desk Analyst will be responsible for providing first-level support for the EMEA region, with occasional support for the Americas and APAC. This role involves troubleshooting and resolving hardware, software, and network issues, dispatching tickets to appropriate teams, and ensuring timely resolution of incidents and service requests. The ideal candidate will be fluent in German and have experience with IT service management tools, preferably ServiceNow.
On top of your salary, here are the exciting benefits you can look forward to:
• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
The main responsibilities of an IT SERVICE DELIVERY TECHNICIAN (GERMAN-SPEAKER) include:
In the performance of respective tasks and duties, all employees are responsible for the following:
• Implementation and fulfillment of all regulatory, health, and safety requirements
• Implementation and fulfillment of all company policies and procedures, including those outlined in our Employee Handbook
Technical Support:
• Configure, troubleshoot, and resolve computer hardware, mobile devices, printers, and software problems in a networked environment
• Proactively monitor applications, network, internet, and cloud services to identify potential problems or improve efficiency
• Inform users of unusual IT service interruptions
Incident Management:
• Analyze incidents to determine the initial cause; solve problems directly or route incident tickets to the responsible support area
• Follow up on all incidents to ensure they are resolved promptly, in line with the Ivoclar Vivadent IT group service level agreements
• Ensure that tickets are created for relevant incidents or service requests
• Efficiently manage incidents and service requests to ensure they are promptly addressed
• Document incident resolutions for future reference in the ITSM tool
Customer Experience:
• Accountable for improving the customer experience throughout the lifecycle of a service request or incident
• Ensure customer expectations are met or exceeded
• Review survey feedback to improve services and ensure staff are meeting defined metrics
Administrative Tasks:
• Perform administrative activities such as creating users, mailboxes, shared security/distribution group administration, and others
• Prepare and maintain documentation for use by customers and IT personnel
• Contribute to the development of methods and processes to permanently eliminate preventable errors and failures
Project Participation:
• Participate in projects throughout the Ivoclar Vivadent group as requested
To apply, you must be an expert on the following requirements:
• Fluency in German is required
• Experience with IT service management tools, with a preference for ServiceNow
• Strong problem-solving skills and the ability to troubleshoot hardware, software, and network issues
• Excellent communication skills and the ability to inform users about IT service interruptions
• Ability to manage multiple incidents and service requests efficiently
• Strong documentation skills and attention to detail
• Customer-focused mindset with a commitment to improving the customer experience
• Ability to work in a fast-paced environment and handle stressful situations calmly
• Completed education, preferably in Technical or Business informatics
• Knowledge and practical experience in Microsoft-related systems, network technologies, and PC support
• Typically requires 3 years' experience in IT or at least close to IT
• ITIL Certification is a plus
Work setup:
• Hybrid Setup – 4 days onsite, WFH on Fridays
• 2 WFH days after regularization
• Location: Santa Rosa, Laguna
Job Summary:
Provide first-level IT support in German for EMEA, resolving technical issues, managing incidents, and ensuring excellent customer service.
Key Selling Points:
• Training Provided – 1 to 2 months of onsite training to build IT expertise
• German Advantage – Use your language skills in a global IT support role
- Salary:
- ₱80,000.00 Monthly
