Multilingual Support Analyst (German)

Job description

Position Description:

Multilingual Support Analyst (Dutch) – L1.5 & 2 Service Desk role:
Job Title: Multilingual Support Analyst (Dutch) – L2 Service Desk
Location: BLR / CHN
Shift: Rotational / CET Hours / 24x7
Experience: 2-4 years (relevant L2 support experience preferred)
Language Requirement: Fluency in German and English (written and verbal)
Job Summary:
We are seeking a proactive and customer-focused Multilingual Support Analyst fluent in Dutch to join our L2 Service Desk team. The role involves providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction. This is an excellent opportunity to work in a dynamic environment supporting global users.
Key Responsibilities:

. Provide Level 2 technical support for hardware, software, network, and application-related issues
. Handle escalated tickets from L1 service desk and ensure timely resolution
. Communicate effectively with end users in Dutch and English via phone, email, and remote tools
. Troubleshoot incidents, perform root cause analysis, and implement preventive measures
. Escalate complex issues to L3 teams or relevant support groups as required
. Document all incidents, resolutions, and updates in the ticketing system
. Adhere to defined SLAs and maintain a high level of first-time resolution
. Collaborate with global support teams and contribute to knowledge base creation
. Follow ITIL processes for incident, problem, and change management

Required Skills & Qualifications:

. Fluency in German (B2 Certified/Trained) and English is mandatory
. 2+ years of experience in a technical support/service desk role, preferably at L2 level
. Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts
. Experience with remote support tools and ticketing systems (e.g., ServiceNow, Remedy)
. Knowledge of ITIL framework; ITIL certification is a plus
. Excellent communication and problem-solving skills
. Ability to work independently and manage multiple priorities

Preferred Qualifications:

. Experience supporting enterprise environments
. Knowledge of additional European languages is an advantage

Skills:

·  German
·  IT Service Management
·  Dutch
·  Help Desk/IT Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.