Associate Service Desk Analyst – German Speaking

Envision Employment Solutions

. Act as the first point of contact for clients via phone, email, webchat and other channels within agreed service levels (SLAs) .

Posted 10/11/2026full-timeNew Cairo City • EgyptJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service and technical support, with a strong focus on problem-solving and effective communication. Proficient in managing service requests and incidents while ensuring adherence to service level agreements.

Highest-signal resume keywords

IT SupportCustomer ServiceTicketing System ManagementFluency In GermanProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue DiagnosisIncident ManagementService Request LoggingAutomation Software ProficiencyQuality Standards Adherence

Soft Skills

Clear CommunicationPatienceCustomer Interaction

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Service Desk24/7 EnvironmentClient InteractionEscalation Procedures

About the role

Key responsibilities & impact

Act as the first point of contact for clients via phone, email, webchat and other channels within agreed service levels (SLAs)
Deliver customer service in line with quality standards
Gather user information and accurately log incidents and service requests in the ticketing system
Diagnose, troubleshoot and resolve technical issues, escalating complex cases when needed
Monitor the ticket queue to ensure issues are picked up and resolved on time
Work alongside the Incident Manager on high priority issues
Take ownership of each case through full resolution and follow-up
Become an expert in support tools, including automation software

Requirements

What you’ll need

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

Benefits

Comp & perks

Hybrid work setup
Flexible shifts
Opportunity to build an IT career
Hands-on technical skills development
Work with a global team
Use German every day in the role