About this Associate Service Desk Analyst - German Speaking role at Envision Employment Solutions

Envision Employment Solutions · Onsite · New Cairo City, Cairo Governorate, Egypt

Envision Employment Solutions is currently looking for a Associate Service Desk Analyst - German Speaking for one of our partners, an IT Services and IT Consulting company.

THE ROLE

When something stops working, you’re the first voice a user hears, and often the one who fixes it. You’ll provide first line technical support to clients around the world in German and English, handling everything from login issues to software problems over phone, email and chat. It’s a fast paced, hands on role in a 24/7 operation, with a hybrid setup and flexible shifts. If you’re fluent in German, love technology and enjoy helping people, this is a great place to build an IT career.

WHAT YOU'LL DO

Act as the first point of contact for clients, handling requests by phone, email, webchat and other channels within agreed service levels (SLAs)
Deliver excellent customer service in line with our quality standards
Gather user information and accurately log incidents and service requests in the ticketing system
Diagnose, troubleshoot and resolve technical issues efficiently, escalating complex cases to the right resolution team when needed
Monitor the ticket queue closely to make sure issues are picked up and resolved on time
Work alongside the Incident Manager on high priority issues
Take ownership of each case from start to finish, following up until it’s fully resolved
Become an expert in our support tools, including automation software

WHAT WE'RE LOOKING FOR

Bachelor’s degree in any relevant field
0 to 2 years of experience in IT support, a service desk or a similar customer facing role; fresh graduates are welcome to apply
Fluency in German, written and spoken
Very good command of English
A genuine interest in technology and a logical, problem solving mindset
Clear, patient communication, even with frustrated users
Comfortable working shifts in a 24/7 environment

YOU'LL THRIVE HERE IF YOU

You enjoy figuring out why something isn’t working, and fixing it
You stay calm and friendly when a user is stressed or in a hurry
You like switching between phone, email and chat throughout the day
You take ownership and don’t let a ticket slip through the cracks
You want to start a career in IT and grow with a global team

WHY THIS ROLE

This is a real entry point into IT, where you’ll use your German every day, build hands on technical skills and work with clients from around the world, all with the flexibility of a hybrid setup.

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About Envision Employment Solutions

Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time.

We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects.

In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed.

Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs.

We deliver across the board, with IT expertise at the core.

High-performing, versatile teams: Our consultants bring a wealth of experience from diverse industries, allowing us to tackle any project. With a 95% completion rate (the remaining 5% due to unforeseen circumstances), you can be confident in our ability to deliver results.
IT/Software focus: We leverage our deep understanding of the IT and software landscape to find the perfect talent for your specific needs, maximizing the value you get from each hire.
Collaborative, budget-conscious approach: We work closely with your team to understand your requirements and optimize your hiring budget, ensuring a cost-effective and successful recruitment process

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