Service Desk Support Analyst with German (gn) - Location Romania

As a Service Desk Analyst at DKV Group, you will play a pivotal role in providing essential technical support and maintaining efficient operations through prompt resolution of inquiries, faults, and requests.


This position requires a proactive approach to problem-solving, strong communication skills, and a commitment to ensuring user satisfaction across the organization.

Main responsibilities:

• Record and manage inquiries, faults, and requests via phone and email as part of 1st level support for our collogues in other departments - no external clients
• Independently troubleshoot and resolve technical issues during initial contact with users.
• Implement immediate measures and escalate complex faults to downstream support units with appropriate pre-qualification.
• Ensure the Service Desk is operational and available during designated service hours.
• Create and maintain comprehensive documentation and solution descriptions for standard IT requirements.
• Coordinate shift planning with colleagues to ensure continuous service coverage from Monday to Friday;
• Monitor and respond to technical and procedural inquiries across the DKV Group via hotline during service hours.
• Document each telephone inquiry as a ticket to accurately record expenses and track resolution progress.
• Classify and categorize requests, gather necessary information, and escalate tickets to appropriate teams for further action.
• Qualify incoming tickets as incidents or service requests, communicate with users to gather additional details, and provide direct support by accessing their systems if necessary.
• Manage user onboarding and offboarding processes, including creating and deleting user accounts and updating documentation as required.
• Update and expand the knowledge base to ensure information remains current and accessible for all team members.
• Participate actively in team and departmental meetings, contributing ideas and collaborating with colleagues on new approaches.
• Implement changes in task routing to optimize efficiency and streamline processes across teams